Client Service Analyst

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Business Unit: DTCC Solutions
Department:  GTR Ops 
Job Family: Global Operations, Client Services & Administration
Job Title: Client Service Analyst
Corporate Title: Analyst
FLSA Code: Non-Exempt
People Manager: No

Business Unit Description:

The Derivatives Services Client Support Team looks after client queries for two platforms –TIW (Trade Information warehouse) and GTR (Global Trade Repository).

TIW provides payment calculation, settlement, post trade event processing and public reporting for Credit Default Swaps. GTR is a trade repository providing industry solution for Over The Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). GTR supports all asset classes – Rates, Credit, Foreign Exchange, Equity and Commodities reporting as well as Collateral and Valuation reporting. The GTR spans three continents, enabling users to meet their regulatory reporting obligations across the globe, in an open, cost effective and efficient manner via a single platform. It is essential for managing systemic risk and providing regulators with unprecedented transparency into the market.

Position Summary:

This role will perform the specialist functions for client support on GTR and Trade Information Warehouse, which may include billing inquiries. As a Subject Matter Expert (SME), he must be able to provide technical support and knowledge to the team by facilitating training and handling first level escalation.  The SME will also be responsible in coordinating with other functions especially whenever there is an implementation or compliance date. Being in a senior role, he will provide coaching and constructive feedback to his peers and to the new joiners. The SME will be working closely with the management in identifying training needs of the team.

Specific Responsibilities:
  • Responsible for GTR Operation and GTR Billing mailbox management, handle incoming client query and calls through operations and billing hotline.
  • Accountable for analyzing, tracking and communicating client queries related to GTR functionality, transmission, and submission and reporting requirement. 
  • Guides the customer through the jurisdiction submission process and keeps them informed on their query status
  • Timely response and resolve client queries.
  • Interacts with customers, Onboarding, UAT, Run the Bank, Application Development Management, Business Development, and Product Management to provide timely resolution to clients
  • Participate in periodic Functional Data Reporting project team meetings to ensure project strategy and operational issues are reviewed and addressed
  • Establish relationships with regulatory reporting team to ensure client submission trend are communicated to improve GTR data quality.  
  • Assists management on routine automation/product development functions and in system testing as needed  
  • Performs verification of periodic DTCC published data
  • 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.
Qualifications and experience:
  • Excellent communication skills (oral and written) and customer service skills. Ability to work as part of a global team
  • Strong analytical and problem-solving skills. 
  • Good computer and MS Office skills – especially work in Excel 
  • Well organized, ability to prioritize, meet deadlines, identify process risks and “red flags”
  • Strong academic background
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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