Senior Client Support Analyst

3 days 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 Support Group, you will be responsible for 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 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, with excellent communication (verbal and written) in English.
  • Excellent troubleshooting and customer service skills.
  • Ability to create accurate documentation with 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. Join our dynamic and supportive team at DTCC and be part of our mission to deliver exceptional support to our clients.

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