Senior Client Support Specialist
4 weeks ago
DTCC: A Leader in Financial Markets Innovation
We are seeking a skilled Client Support Specialist to join our team. As a key member of our Client Support Group, you will be responsible for analyzing incoming client queries via phone, email, and web portal, providing functional expertise and advice to clients, and coordinating necessary actions with other teams.
Your Key Responsibilities
- Handle incoming client calls and client 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.
We Offer Top-Class Training and Development
At DTCC, we are 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.
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