Deskripsi Pekerjaan
Join the Depository Trust & Clearing Corporation (DTCC) as a Client Support Senior Analyst and become a vital part of our global financial infrastructure team. In this pivotal role, you'll serve as the primary point of contact for resolving complex client inquiries across multiple channels including phone, email, and web portal. You'll leverage your analytical expertise to troubleshoot technical issues, provide timely solutions, and maintain detailed documentation of all client interactions. DTCC offers a dynamic environment where your contributions directly impact the seamless operation of financial markets. With comprehensive training and career development opportunities, this position is ideal for professionals seeking to excel in client-facing roles within a leading financial institution.
Tanggung Jawab
- Analyze and resolve incoming client inquiries via phone, email, and web portal with exceptional efficiency
- Document all client interactions, case resolutions, and feedback in CRM systems
- Collaborate with technical teams to escalate complex issues and implement solutions
- Monitor performance metrics to ensure high resolution rates and client satisfaction
- Develop and maintain client support documentation and knowledge base articles
- Proactively identify trends in client issues to improve service quality
- Train junior support staff on best practices and protocols
Kualifikasi
- Bachelor's degree in Business, Finance, or related field (or equivalent experience)
- Minimum 3 years of client support or customer service experience
- Advanced proficiency in CRM platforms (e.g., Salesforce, Zendesk)
- Exceptional verbal and written communication skills in English
- Strong analytical and problem-solving abilities
- Experience in financial services or BPO environment preferred
- Ability to work independently and collaboratively in a team
- Flexible to work on assigned shift schedule (12PM-9PM)