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Senior Client Support Specialist

2 months ago

Wrexham, Wrexham, United Kingdom DTCC Full time
Join DTCC's Client Support Team

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

About the Role

This is a client-facing role that requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills. You will be responsible for handling incoming client calls, emails, and web portal queries, providing functional expertise and advice to clients, and coordinating necessary actions with other teams.

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

We offer top-class training and development for you to be an asset in our organization. Our flexible/hybrid model of 3 days onsite and 2 days remote (Onsite Tuesdays, Wednesdays, and a third day of your choosing) allows for a great work-life balance. We also offer comprehensive health and life insurance, pension/retirement benefits, paid time off, and personal/family care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

We believe that you have the skills and drive to make a real impact at DTCC. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.