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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 Senior Client Support Specialist to join our Client Support Group. As a member of this team, you will be responsible for providing exceptional support to our clients across different business lines.

Key Responsibilities

  • Handle incoming client inquiries and provide timely and effective resolutions or escalate to other teams as needed.
  • Analyze and track client issues, communicating updates and resolutions in a timely manner.
  • Prioritize and follow escalation procedures for critical service disruptions, maintaining accurate case management information and categorization.
  • Proactively monitor and respond to client queries, coordinating with internal teams to resolve issues.
  • Distribute client notifications with relevant business and management approval to inform of system downtimes or service disruptions.

Requirements

  • Bachelor's degree preferred or equivalent experience.
  • Minimum of 2 years of related experience.
  • Superior communication, interpersonal, and listening skills.
  • 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

DTCC offers a comprehensive benefits package, including salary, bonus, comprehensive health and life insurance, pension/retirement benefits, paid time off, and personal/family care leave. We also offer a flexible/hybrid model of 3 days onsite and 2 days remote.