Client Support Senior Analyst

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We\’re committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact.We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay and Benefits

• Salary range £25000-£27000 per annum with bonus
• Comprehensive health and life insurance and well-being benefits
• Pension
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (Onsite Tuesdays, Wednesdays and a third day of your choosing)

The Impact you will have in this role

As a vital member of the Client Support team, this role is responsible for managing and resolving incoming client inquiries received via phone, email, or the web portal. The position requires providing expert functional guidance, delivering timely and accurate advice, and serving as the first point of escalation for client issues. The role involves close collaboration with cross-functional teams, including Product, Technology, Project and Release Management, and Onboarding, to ensure seamless issue resolution and client satisfaction. Success in this role hinges on the ability to build strong relationships with both internal and external stakeholders, demonstrate exceptional problem-solving and troubleshooting skills, and consistently deliver first-call resolution to clients. The Client Support team plays a critical role in supporting DTCC clients within the RDS business line, ensuring a high standard of service and operational excellence

Your Primary Responsibilities

• Respond to incoming client inquiries via phone, email, and web portal, delivering timely resolutions or setting clear expectations for follow-up during the initial interaction.
• Prioritize and escape critical service disruptions in accordance with established procedures, ensuring accurate case documentation and categorization.
• Monitor, analyze, and communicate client updates and resolutions promptly; proactively coordinate with cross-functional teams to ensure timely and effective responses.
• Draft and distribute client notifications — such as system downtime alerts or service disruption updates, with appropriate business and management approvals.
• Actively participate in team meetings, contribute to process improvement initiatives that enhance operational efficiency and client satisfaction, and identify training needs to support knowledge development.
• Contribute to the Knowledge Centered Service (KCS) framework by creating and updating knowledge base articles to support continuous learning and service consistency.
• Represent the Client Support team during Major Incident Management calls, assess client impact, and provide resolution updates and recommendations.
• Support project implementations by attending training sessions, participating in functional testing, and providing release coverage.
• Adhere to Client Support procedures, identify process and procedural gaps, and recommend or implement updates as needed.
• Integrate risk and control practices into daily responsibilities to monitor, mitigate, and escape risks appropriately.

Qualifications

• Minimum of 2 years of relevant professional experience in a client support or service-oriented role.
• Bachelor’s degree preferred; equivalent combination of education and experience will also be considered.

Talents Needed for Success

• Exceptional verbal and written communication skills in English; additional language proficiency may be required based on the client base supported
• Strong interpersonal and active listening skills to build rapport and effectively address client needs
• Proven troubleshooting and analytical abilities to resolve complex issues efficiently
• Demonstrated customer service orientation with a commitment to delivering high-quality support
• Meticulous attention to detail and the ability to produce clear, accurate documentation
• Sound decision-making skills, particularly in high-volume, fast-paced environments requiring timely resolutions

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

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.