Senior Client Support Analyst

1 month ago

Wrexham, Wrexham, United Kingdom DTCC Full time
About the Role

We are seeking a highly skilled and experienced Client Support Senior Analyst to join our team at DTCC. As a key member of our Client Contact Center, you will play a critical role in providing exceptional support to our clients across various business lines.

Key Responsibilities
  • Handle incoming client calls, emails, and web portal queries, providing timely and effective resolutions or escalating issues as needed.
  • Analyze, track, and communicate updates and resolutions to clients in a timely manner, adhering to query management expectations.
  • Prioritize and follow escalation procedures for critical service disruptions, maintaining accurate case management information and categorization.
  • Proactively monitor and respond to clients by coordinating with various internal teams, including 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.
Requirements
  • Bachelor's degree preferred or equivalent experience.
  • Minimum of 2 years of related experience.
  • Superior communication, interpersonal, and listening skills. Excellent communication (verbal and written) in English.
  • 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.
What We Offer

We offer top-class training and development opportunities to help you grow and succeed in your role. This position also comes with an attractive shift allowance of £3500 per annum.

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