Client Management Associate

181348 Requisition #
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Business Unit: Chief Financial Office
Department:  Financial Operations
Job Family: Finance
Job Title:  Client Management Associate
Corporate Title: Associate
FLSA Code (US Only): Exempt
People Manager: No

Business Unit Description:

Finance enables DTCC to maintain the highest level of financial performance by providing sound accounting and financial control of our business operations, partnering with business leaders to support business planning efforts and capital investments.

Position Summary:

The Billing Department is responsible for the timely and accurate preparation and distribution of customer invoices for DTC, NSCC, Deriv/SERV, FICC, DTCC Solutions and various other products and services. In addition, the team supports audit and risk initiatives by providing process overviews, supporting documentation and recommendations for improvement. Finally, SME support is provided for billing and finance related projects.

The Client Management Associate is responsible for monitoring and managing client cases to ensure timely remediation of issues. They will also be responsible for establishing the a customer inquiry response and tracking process and gaining agreement on Service Level agreements with various areas that respond to customer inquiries (Product, Operations, etc.)

Specific Responsibilities:
  • Establish, manage and monitor standards for team members to enter cases clearly and concisely.
  • Management of inquires and escalations for troubleshooting and issue remediation. Input and manage client cases,  ensuring cases are assigned to the correct teams and seen through to resolution.
  • Monitor and follow up on all open cases generated by the revenue cycle team
  • Partner with various business units to define and establish SLAs 
  • Escalate to leadership when SLA targets are not being accomplished 
  • Produce monthly scorecard/ metrics on established SLAs 
  • Assist with on-boarding of client data in relation to refunds 
  • Contribute to group goals as defined by management
  • Ongoing management of client data to ensure client records are updated
  • Complete adhoc requests as required by the management team
  • Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately
Leadership Competencies for this level include:
  • Accountability: Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.
  • Global Collaboration: Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in key team tasks and decisions.
  • Communication: Articulates information clearly and presents information effectively and confidently when working with others.
  • Influencing: Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting relationships while at the same time is comfortable challenging ideas.
  • Innovation and Creativity: Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues challenges as new avenues of opportunity.
  • Minimum of 5 years of related experience
  • Bachelor’s degree in Business, Finance, Accounting or other related area
  • Previous experience working with multinational clients and/or within the Financial Services sector
  • Strong analytical and problem-solving ability
  • Proficient with Microsoft Word and PowerPoint and advanced Excel skills
  • Knowledge of SalesForce preferred
  • Excellent communication skills 
About DTCC:

With over 40 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From operating facilities and data centers around the world, DTCC automates, centralizes, and standardizes the processing of financial transactions across the trade lifecycle and mitigates risk for thousands of institutions worldwide.

At DTCC we value on our clients' interests and partner to deliver superior results with excellence and innovation and lead with integrity. We proactively develop your potential and invest in your career.

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