Client Support Senior Analyst

JOB DESCRIPTION:

• Being a member of Chief Client Office the Client Support role focused on analyzing incoming client queries via phone email and web portal providing functional expertise and advice to clients act as first level of critical issue and coordinate necessary actions with other teams such as Product Technology Project and Release management Risk management Legal and Compliance Onboarding and the User Acceptance Testing team.

RESPONSIBILITIES:

• Handling incoming client calls and client queries via web portal and emails provide client resolution or identifying and setting client expectation for followup during the initial client calls.
• Accountable for analyzing tracking and communicating updates and resolution to clients in a timely manner and within the query management expectations.
• Prioritize and follow partner concern procedure on critical service disruption issue and maintain accurate case management information and categorization.
• Proactively monitor and provide timely response to clients by coordinate and collaborating with various internal teams: 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.
• Participate proactively in team meetings identify and suggest process improvements that increase organizational efficiency and improves client experience. Identify training needs and facilitate training delivery.
• Maintain a steadfast focus on meeting the needs/requests of our clients including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics) and in resolving and/or raising problems promptly
• Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
• Participant actively in Major Incident Management representing Client Service team identify client impact issue and provide resolution/ recommendations
• Lead project implementation and support internal functional testing for new releases impacting clients
• Adhered Client Support procedure and identify process and procedural gaps and update where vital.
• Aligns risk and control processes into day to day responsibilities to supervise and mitigate risk; raises appropriately.

QUALIFICATIONS:

• Minimum of 2 years of related experience
• Bachelors degree preferred or equivalent experience
• Superior communication interpersonal and listening skills.
• Excellent communication (verbal and written) primarily in Japanese and proficiency in English (some positions may require a particular language as per the client base supported)
• Excellent troubleshooting skills.
• Customer Service skills
• Ability to create accurate documentation with an attention to detail.
• Excellent decisionmaking skills especially in a highvolume environment requiring quick resolution.

ABOUT DTCC: With 50 years of experience DTCC is the premier posttrade market infrastructure for the global financial services industry. From 20 locations around the world DTCC through its subsidiaries automates centralizes and standardizes the processing of financial transactions mitigating risk increasing transparency enhancing performance and driving efficiency for thousands of broker/dealers custodian banks and asset managers. Industry owned and governed the firm innovates purposefully simplifying the complexities of clearing settlement asset servicing transaction processing trade reporting and data services across asset classes and bringing increased security enhanced resilience and soundness to financial markets. In 2022 DTCCs subsidiaries processed securities transactions valued at U.S. $2.5 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $72 trillion. DTCCs Global Trade Repository service through locally registered licensed or approved trade repositories processes more than 17.5 billion messages annually.

,Client Support,Sales,Customer Service,Troubleshooting