Job description
Depository Trust & Clearing Corporation (DTCC) is seeking a dedicated and proactive Client Support Senior Analyst to join our Manila City team. As part of our renowned Customer Support division, you will play a pivotal role in delivering exceptional service to clients in global financial markets. Your primary focus will be on analyzing and resolving incoming queries via phone, email, and our web portal, ensuring client satisfaction and upholding DTCC’s gold standard of excellence.
This full-time position follows a fixed shift from 12PM to 9PM, making it ideal for candidates who are adaptive and thrive in dynamic, fast-paced environments. Join a global market leader and take the next step in your professional development!
Responsibility
- Serve as the first point of contact for clients, addressing queries via phone, email, and web portal.
- Analyze incoming requests, troubleshoot issues, and provide actionable solutions efficiently.
- Track, document, and escalate complex issues to appropriate departments when necessary.
- Collaborate with internal teams to ensure timely and effective client resolutions.
- Maintain up-to-date knowledge of DTCC products, services, and policies.
- Deliver exceptional customer experiences through clear communication and expert problem-solving.
- Identify recurring client issues and recommend process improvements.
- Adhere to data privacy and compliance regulations in all support activities.
Qualification
- Bachelor’s degree in Business, Finance, Information Technology, or related field preferred.
- Minimum 2-4 years of experience in client support, technical support, or customer service within the financial or related sectors.
- Strong analytical and problem-solving skills with keen attention to detail.
- Excellent communication skills in English, both verbal and written.
- Proficiency with CRM systems, ticketing tools, and Microsoft Office suite.
- Ability to manage multiple priorities and resolve issues in a high-pressure environment.
- Knowledge of the financial services environment is an advantage.
- Willingness to work the 12PM–9PM shift schedule.