GOCS Client Contact Center Support Engineer (1pm-9pm Shift)

GOCS Client Contact Center Support Engineer (1pm-9pm)

Location: Wrexham 
Are you ready to explore a world of possibilities? 

Join our DTCC family, and you’ll grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. – The set paragraph for all 

The Team 

The Client Contact Center team pride themselves on providing frontline technical support for all their external clients. We are committed to providing the best overall client experience. We strive to constantly innovate and improve our day to day functions in support of the client, while mitigating risk and maintaining operational excellence. Through our various initiatives, we continue to “Be the Difference.”        

Why you'll love this job 


As a member of the Client Contact Center (CCC), the Support Engineer is responsible for providing technical support to DTCC clients via phone, e-mail or online tools. Expectations include an ability to build rapport and develop relationships with internal and external partners, strong problem solving and troubleshooting skill that allow for First Call Resolution to client inquiries.

Your responsibilities 

  • Handle incoming Client calls and their inquiries. Redirect clients, if necessary, to appropriate support groups for resolution while identifying and setting client expectation for follow-up during the initial client call
  • Manage multiple incoming issues taking responsibility for updating clients and escalating when necessary.
  • Liaise with other departments to ensure resolution to client issue or query
  • Provide follow-up and status update calls to clients, as documented in DTCC Service Outage/Disruption guideline
  • Maintain an unrelenting focus on meeting the needs/requests of our clients; including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving, and/or escalating problems promptly
  • Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately
Your talents needed for success: 
  • Previous Customer Service experience highly desirable 
  • Knowledge of the Financial Markets desirable but not essential 
  • Ability to work well in a team 
  • Thirst for learning 
  • MS Office 

We offer top class training and development for you to be an asset in our organization! 

Note this role comes with an attractive shift allowance 

About DTCC: 


With over 45 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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