Client Support Senior Analyst (Client Contact Center) (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:
Salary range £24000-£26000 per annum with bonus
Comprehensive health and life insurance and well-being benefits, based on location
Pension / Retirement benefits
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 Client Contact Center team this is a client support role 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 calls.
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 2 years of related experience
Superior communication, interpersonal, and listening skills. Excellent communication (verbal and written) in English. (some positions may require a particular language as per the client base supported)
Excellent troubleshooting and customer service skills.
Ability to create accurate documentation with an attention to detail.
Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.
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 £3500 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.