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Client Support Senior Analyst

2 months ago

Wrexham, Wrexham, United Kingdom DTCC Full time

About DTCC

DTCC is a leading provider of financial market infrastructure and technology solutions. We are committed to helping our employees grow and succeed in a dynamic and supportive environment.

Job Summary

We are seeking a highly skilled and experienced Client Support Senior Analyst to join our Client Contact Center team. As a Client Support Senior Analyst, you will be responsible for providing exceptional client service and support to our clients across different business lines.

Key Responsibilities

  • Handle incoming client calls and queries via web portal and emails, providing client resolution or identifying and setting client expectation for follow-up during the initial client calls.
  • Analyze, track, and communicate updates and resolution to clients in a timely manner and within the query management expectations.
  • Prioritize and follow escalation procedure on critical service disruption issues and maintain accurate case management information and categorization.
  • Proactively monitor and provide timely response to clients by coordinating and collaborating 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

DTCC offers a comprehensive benefits package, including salary, bonus, comprehensive health and life insurance, pension/retirement benefits, paid time off, and personal/family care leaves. We also offer a flexible/hybrid model of 3 days onsite and 2 days remote, with an attractive shift allowance of £3500 per annum.

Why Join DTCC

At DTCC, we believe in investing in our employees' growth and development. We offer top-class training and development opportunities to help you succeed in your role and advance your career. Join our team and be part of a dynamic and supportive environment that values your skills and contributions.