Client Connectivity Services Specialist

The Chief Client Office (CCO)

The CCO function includes Sales, Partners, Relationship Management, Integration, Marketing & Communications, and Sales Analytics & Operations.

Pay and Benefits

Competitive compensation, including base pay and annual incentive
Comprehensive health and life insurance and well-being benefits, based on location
Pension / Retirement benefits
Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Workplace Culture

We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

The Impact You Will Have

The Client Connectivity Services Specialist works in DTCC's Client Connectivity Services team which is responsible for connecting clients to DTCC to automate the data transfer process via a defined list of transfer protocols and network options, configure data delivery for the selected DTCC products and ensuring data is delivered in full accurately and timely.

• Gathers and validates required data obtained from clients to establish connection to DTCC’s network and supports any lifecycle changes
• Works with internal teams to implement relevant network and authentication configurations
• Performs data delivery configurations with strict adherence to procedures
• Navigates internal stakeholders to resolve client queries with little or no supervision
• Manages client expectations in accordance with defined turnaround times
• Maintains client queries using client case management tools, adhering to Salesforce case management requirements
• Supports client queries via email and phone
• Supports dedicated line migration efforts across different protocols and business lines
• Troubleshoots internal alerts and resolves issues accordingly
• Accurately documents work performed utilizing the Knowledge Centered Service methodology
• Supports over weekends and public holidays as required
• Assists managers in building training materials and conducting training sessions
• Assists more junior team members in resolving client issues
• Minimizes risk by following established policies and procedures, escalating issues, and supporting positive relationships with key internal/external clients and partners
• Assists managers in ensuring that Standard Operating Procedures are complete and up to date
• Drives department projects
• Helps organize personal and team capacity and works to meet department/squad objectives & goals
• Contributes to the development of new strategies
• Aligns risk and control processes into day-to-day responsibilities to monitor and mitigate risk; escalates appropriately

Qualifications

• Minimum of 4 years of related experience
• Bachelor's degree preferred or equivalent experience
• Excellent communication skills (oral and written) and customer service skills
• Strong analytical and problem-solving skills
• Well organized, ability to prioritize, meet deadlines, identify process risks and “red flags”
• Broad knowledge of transfer protocols including FTP/S, SFTP, IBM MQ Messaging, Connect: Direct – Network Data Mover (NDM) and computing systems including Linux/Unix and IBM Mainframe
• Good understanding of IT networking

Skills

• Knowledge of transfer protocols including FTP/S, SFTP, IBM MQ Messaging, Connect: Direct – Network Data Mover (NDM)
• Understanding of IT networking