Client Service Analyst - #604283


Date: 11/25/2021 22:30 PM

City: Jersey City, New Jersey

Contract type: Full Time

Work schedule: Full Day

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 be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day.

Pay and Benefits:

  • Competitive compensation, including base pay and annual incentive
  • Comprehensive health and life insurance and well-being benefits, based on location
  • Retirement benefits
  • Paid Time Off and other leave of absence
  • Flexible/Hybrid Work Arrangements

Why You’ll Love This Job:

As a Client Service Analyst, you will be 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

You will collaborate with peers and teams across the globe, and this will provide you with the opportunity to work within a diverse cultural environment

The role involves, but is not limited to, client queries and responsibilities for GTR production and billing functions as well as TIW production support. 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 regulatory requirements, reporting guidance, billing logic and fees for GTR service, settlement and post trade event processing, ad hoc requests.

Your Other Responsibilities:

  • Handle incoming client queries and calls through production and billing client support hotline or through queue management activities in Salesforce
  • Analyze, track, and communicate 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

**NOTE: The responsibilities of this role are not limited to the details above. **

Talents Needed for Success:

  • Associate's degree or higher
  • Minimum of 3 years of related experience in a client servicing/facing role

Additional Qualifications

  • Excellent communication skills (oral and written) and customer service skills
  • Strong analytical and problem-solving skills
  • Derivatives background and/or analytical experience, plus previous experience in a client-service role beneficial
  • Good computer and MS Office skills especially work in Excel
  • Well organized, ability to prioritize, meet deadlines, identify process risks and red flags

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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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, settlement, post trade event processing and public reporting for Credit Default Swaps. GTR is a trade repository providing industry solution for Over The Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). GTR supports all asset classes – Rates, Credit, Foreign Exchange, Equity and Commodities reporting as well as Collateral and Valuation reporting. The GTR spans three continents, enabling users to meet their regulatory reporting obligations across the globe, in an open, cost effective and efficient manner via a single platform. It is essential for managing systemic risk and providing regulators with unprecedented transparency into the market.

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