Client Support Senior Analyst

DTCC • Coppell, TX

3d • Hybrid

About The Position

As a member of DTCC’s Client Support team, the Client Support Senior Analyst analyzes incoming client queries through phone, email, and web portal, providing functional expertise and guidance. The role serves as a first level of escalation and works with teams across Product, Technology, Project and Release Management, Risk Management, Legal and Compliance, Onboarding, and User Acceptance Testing to resolve client needs in a timely manner. It builds strong relationships with internal and external partners, troubleshoots client issues, and focuses on first-call resolution and an excellent client experience.

Enterprise Services includes Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services. These platforms support client delivery, efficiency and resilience, and consistency in digitization strategies, processes, and end-to-end practices.

Requirements

• At least 2 years of related experience.
• Superior communication, interpersonal, and listening skills.
• Excellent verbal and written communication skills in English.
• Strong interpersonal and listening skills, with the ability to work in a global setting.
• Experience in customer service and relationship management.
• Excellent decision-making skills, particularly in a high-volume environment requiring tactical and long-term solutions.

Nice To Haves

• Bachelor’s degree or equivalent experience.

Responsibilities

• Handle incoming client calls and queries through the web portal and email, resolving issues or setting expectations for follow-up during initial calls.
• Analyze, track, and communicate updates and resolutions to clients in a timely manner and within query-management expectations.
• Prioritize critical service-disruption issues, follow escalation procedures, and maintain accurate case information and categorization.
• Monitor client issues and coordinate with Product Management, Relationship Management, Technology, Application Development, and Business Management teams to respond promptly.
• Coordinate and distribute client notifications, with relevant business and management approval, about system downtime, service disruptions, or proactive outreach.
• Participate in team meetings, suggest process improvements, identify training needs, and facilitate training delivery.
• Respond to client inquiries accurately and promptly in line with departmental benchmarks, and resolve or escalate problems.
• Create or modify knowledge articles and help improve the knowledge database using Knowledge Centered Service (KCS).
• Represent Client Service in Major Incident Management, identify client-impacting issues, and provide resolutions or recommendations.
• Lead project implementation and support internal functional testing for new releases that affect clients.
• Follow Client Support procedures, identify process and procedural gaps, and update procedures where necessary.
• Integrate risk and control processes into daily responsibilities, monitor and mitigate risk, and escalate appropriately.

Benefits

• Competitive compensation, including base pay and an annual incentive.
• Comprehensive health and life insurance and well-being benefits, based on location.
• Pension and retirement benefits.
• Paid time off, personal and family care, and other leaves of absence to support physical, financial, and emotional well-being.
• Flexible hybrid model with three days onsite and two days remote.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed