Client Support Senior Analyst

DTCC • Coppell, TX

2d • Hybrid

About The Position

As a member of DTCC’s Client Support team, the Client Support Senior Analyst analyzes incoming client queries received by phone, email, and web portal, providing functional expertise and guidance. The role serves as a first level of escalation and works with internal 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 way. The analyst builds relationships with internal and external partners, troubleshoots issues, and focuses on First Call Resolution and an excellent client experience.

The role also contributes to incident management, release implementation and testing, process improvement, client communications, training, and maintenance of knowledge resources. DTCC describes its work environment as a flexible hybrid model with three days onsite and two days remote.

Requirements

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

Nice To Haves

• Bachelor's degree preferred, 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 contact.
• 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-management information and categorization.
• Proactively monitor client needs and coordinate with product management, relationship management, technology, application development, and business management teams.
• Coordinate and distribute client notifications, with relevant business and management approval, about system downtime, service disruptions, or proactive outreach.
• Participate in team meetings and identify and suggest process improvements that increase efficiency and improve the client experience.
• Identify training needs and facilitate training delivery.
• Respond to client inquiries accurately and promptly in line with departmental benchmarks and metrics, and resolve or escalate problems promptly.
• Create or modify knowledge articles and improve the knowledge database using Knowledge Centered Service (KCS).
• Represent the Client Service team 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 impact clients.
• Follow Client Support procedures, identify process and procedural gaps, and update procedures where necessary.
• Integrate risk and control processes into day-to-day responsibilities, monitor and mitigate risk, and escalate appropriately.

Benefits

• Competitive compensation, including base pay and annual incentive.
• Comprehensive health and life insurance and well-being benefits, based on location.
• Pension and retirement benefits.
• Paid time off and personal/family care, and other leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior