Client Support Specialist (1pm-9pm Shift)

Are you ready to make an impact at DTCC?   

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets.  We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact.  We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits
• Pension
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (Onsite Tuesdays, Wednesdays and a third day of your choosing)

The impact you will have in this role :

Being a member of the Integration Management team, the Client Support Specialist focuses on analyzing incoming client queries via phone, email, and web portal, providing functional expertise and advice to clients, act as first level of escalation and coordinate necessary actions with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding and the User Acceptance Testing team.
The Client Support Team will be providing support to DTCC clients across different business lines. Expectations include an ability to build rapport and develop relationships with internal and external partners, strong problem resolution and troubleshooting skills and an ability to provide First Call Resolution to clients.

Your Primary Responsibilities :

• Handling incoming client calls and client queries via web portal and emails, provide client resolution or identifying and setting client expectation for follow-up during the initial client call.
• Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations.
• Prioritize and follow escalation procedure on critical service disruption issue and maintain accurate case management information and categorization.
• Pro-actively monitor and provide timely response to clients by coordinate and collaborating with various internal teams: product management, relationship management, technology, application development and Business management teams.
• Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.

**NOTE:  The Primary Responsibilities of this role are not limited to the details above. **

Qualifications:

• Bachelor's degree preferred or equivalent experience

Talents Needed For Success:

• Minimum of 4 years of related experience
• Strong written and verbal communication skills
• Experienced in Customer services and problem solving skills.
• Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.
• Strong technical skillset, with the ability to embrace new technology and leverage CRM tools (e.g. Salesforce).

We offer top class training and development for you to be an asset in our organization!

Note this role comes with an attractive shift allowance of £4000 per annum

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.