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 are 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.
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.
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.
DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).
The Impact you will have in this role:
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. You will execute routine and complex tasks and will be expected to deliver excellent client experience throughout the client lifecycle.
Your Primary Responsibilities:
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
Monitors and tracks all client queries received using client case management tools, adheres 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
Provides support 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
Talents Needed for Success:
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
The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. 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 essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.