Careers

Client Service Analyst

GTR is a trade repository providing industry solution for Over The Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). It also expands its service offering to securities. 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. We are thought partners and advisors to the business, go-getters, and change agents who have a passion for enhancing client satisfaction.
 
Our Ideal Candidate
In our dynamic and collaborative environment, providing a best-in-class experience for all stakeholders is challenging. That is where you come in. You love the consultation, and execution it takes to deliver consistent client experiences.
 
So, what does it take to be a DTCC Client Service Analyst? 
 
Summary
 
This is a client support role focused on analyzing incoming client queries to our User Acceptance Testing (UAT) function and production environment, through to providing functional expertise and advice to clients. Acting as first level of escalation and coordinating necessary actions with other teams – including Product, Technology, Project, Release management, Risk management, Legal, Compliance team. Collaboration with peers and teams across the globe provides opportunity to work within a diverse cultural environment. The role involves, but is not limited to, client queries for GTR UAT, production, and billing client support functions. The queries vary from troubleshooting in our test environment, submission reporting, exception management, report content and accuracy. Queries also relate to exception management, reconciliation, and change management in response to regulatory requirements. Clients will also seek guidance on billing logic, fees for the GTR service, and ad hoc requests. 
 
Key Tasks
 
  • Handling incoming client support queries and calls through UAT and production client support hotline or through queue management activities in Salesforce.
  • Accountable for analyzing, tracking and communicating updates and resolution to clients in a timely manner and within the query management expectations. 
  • Coordinate and provide appropriate response to clients by interacting with various internal teams: product management, relationship management, technology and development teams.
  • Ensure and maintain accurate case management information and categorization 
  • Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately any potential incidents.
  • Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
  • Identify training needs and facilitate training delivery.
  • Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by writing and/or modifying new knowledge articles.
  • Participate proactively in team meetings, identify and suggest process improvements that increase organizational efficiency and maximizes client experience
  • Assists management with automation/product development functions and in system testing as needed 
  • Lead project implementation and testing for new releases impacting clients
  • May perform billing adjustment calculation and reconciliation
  • May handle basic administrative processes 
 
Qualifications
Candidates should possess:
 
  • Excellent communication skills (oral and written)
  • Excellent customer service skills 
  • 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”
  • Ability to work as part of a global team
  • Previous experience in a client-service role is beneficial
  • Derivatives background and/or analytical experience beneficial
  • Experience with Salesforce, KCS, JIRA is beneficial


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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