Client Service Associate

**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.

Why you'll love this job:
This is a client support role focused on analyzing incoming client queries mainly to our production environment, providing functional expertise and advice to clients, act as first level of escalation and coordinate necessary actions with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding and User Acceptance Testing 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 and responsibilities for Report Hub Plus production and billing functions. The queries vary from submission reporting and exception management, report content and accuracy, exception management and reconciliation, system functionality implemented or being implemented in response to Trade Repository, in line with regulatory requirements.

Your Responsibilities
- Handling incoming client queries and calls through production 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. Ensure and maintain accurate case management information and categorization.
- Coordinate and provide appropriate response to clients by interacting with various internal teams: product management, relationship management, technology and development teams
- Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
- Participate proactively in team meetings, identify and suggest process improvements that increase organizational efficiency and maximizes client experience. Identify training needs and facilitate training delivery.
- Will be tasked to do decision-making when necessary, coordinate to immediate supervisor and serve as the primary point of contact.

**Qualifications**:

- Minimum of 3 years of Banking / Financial Operations experience
- Bachelor's degree preferred or equivalent experience
- Excellent communication skills (oral and written) and customer service skills.
- Strong analytical and problem-solving skills.
- Derivatives and Securities background and/or analytical experience, plus previous experience in a client-service role beneficial
- Good computer and MS Office skills especially work in Excel
- Knowledge Transfer/Process Migration experience is a plus
- Well organized, ability to prioritize, meet deadlines, identify process risks and red flags.

**About DTCC
DTCC safeguards the financial markets and helps them run efficiently, in times of prosperity and crisis. We are uniquely positioned at the center of global trading activity, processing over 100 million financial transactions every day, pioneering industry-wide, post-trade solutions and maintaining multiple data and operating centers worldwide. From where we stand, we can anticipate the industry’s needs and we’re working to continually improve the world’s most resilient, secure and efficient market infrastructure. Our employees are driven to deliver innovative technologies that improve efficiency, lower cost and bring stability and certainty to the post-trade lifecycle.

DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you’ll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It’s the chance to make a difference at a company that’s truly one of a kind.

The Chief Client Office (CCO) is focused on providing a consistent Client Experience across all business lines and geographies, enabling enhanced Client Satisfaction, Revenue Growth and Business Line Success. The CCO function includes Sales, Partners, Relationship Management, Integration, Marketing & Communications and Sales Analytics & Operations.

The Derivatives Services Client Support Team looks after client queries for two platforms -TIW (Trade Information warehouse) and GTR (Global Trade Repository).

TIW provides payment calculation, settl