Client Support Associate

About the role

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

• 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 to support physical, financial, and emotional well‑being

Schedule

DTCC offers a flexible/hybrid model of three days onsite and two days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

Responsibilities

• Handle incoming client calls and queries via web portal and email, providing resolution or setting expectations for follow‑up.
• Analyze, track, and communicate updates and resolutions to clients in a timely manner, adhering to query management expectations.
• Prioritize and follow customer‑concern procedures for critical service disruptions and maintain accurate case management information and categorization.
• Proactively supervise and provide timely responses by coordinating with product management, relationship management, technology, application development, and business management teams.
• Coordinate and distribute client notifications (with appropriate approvals) regarding system downtimes, service disruptions, or proactive outreach.
• Participate in team meetings, identify, and suggest process improvements that increase efficiency and improve client experience.
• Identify training needs and facilitate training delivery.
• Maintain focus on meeting client needs, responding to inquiries promptly and accurately, and escalating problems as needed.
• Engage with and improve the knowledge database using Knowledge Centered Service (KCS) by creating or modifying knowledge articles.
• Represent the Client Service team in Major Incident Management, identifying client impact and providing resolutions or recommendations.
• Lead project implementation and support internal functional testing for new releases impacting clients.
• Adhere to Client Support procedures, identify process gaps, and update procedures where vital.
• Integrate risk and control processes into daily responsibilities, supervise and mitigate risk, and escalate appropriately while demonstrating strong ethical behavior.

Qualifications

• Minimum of 2 years of related experience
• Bachelor’s degree preferred or equivalent experience
• Superior communication, interpersonal, and listening skills
• Superb verbal and written communication
• Excellent troubleshooting skills
• Strong customer service orientation
• Ability to create accurate documentation with attention to detail
• Excellent decision‑making skills, especially in a high‑volume environment requiring quick judgment