About the role
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.
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.
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
Qualifications
Minimum of 2 years of related experience
Bachelor's degree 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
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.