JOB DESCRIPTION
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.
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 Senior Analyst 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 validate 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 and verifications 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 over the phone
- Troubleshoots internal alerts and resolves accordingly
- Accurately documents work performed utilizing the Knowledge Centered Service methodology
- Provides support over weekends and public holidays as required
- Minimizes risk by following established policies and procedures, escalating issues, and supporting positive relationships with key internal/external clients and partners
- Contributes to department projects and works to meet the team objectives
- Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk escalates appropriately
Qualifications:
- Minimum of 2 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
- 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
ABOUT THE TEAM
Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services.
These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.
