Client Service Analyst

Client Services Analyst Location:?Wrexham Are you ready to explore a world of possibilities? Join our DTCC family, and you’ll grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. The Team The Client Services team under Repository and Derivatives Services looks after client queries for the GTR (Global Trade Repository). GTR is a trade repository providing an industry solution for Over The Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). It also expands its service offering to securities. GTR supports all asset classes - Rates, Credit, Foreign Exchange, Equity and Commodities reporting as well as Collateral and Valuation reporting. The GTR spans three continents, enabling users to meet their regulatory reporting obligations across the globe, in an open, cost effective and efficient manner via a single platform. It is essential for managing systemic risk and providing regulators with unprecedented transparency into the market. Why you'll love this job As a member of the Client Services team, the Client Services Analyst focuses on analyzing incoming client queries to our User Acceptance Testing (UAT) function and production environment, through to providing functional expertise and advice to clients. Acting as first level of escalation and coordinating necessary actions with other teams - including Product, Technology, Project, Release management, Risk management, Legal, Compliance team. Collaboration with peers and teams across the globe provides an opportunity to work within a diverse cultural environment. The role involves, but is not limited to, client queries for GTR UAT, production, and billing client support functions. The queries vary from troubleshooting in our test environment, submission reporting, report content and accuracy. Queries also relate to exception management, reconciliation, and change management in response to regulatory requirements. Clients will also seek guidance on billing logic, fees for the GTR service, and ad hoc requests. Your responsibilities Handling incoming client support queries and calls through UAT and production client support hotline or through queue management activities in Salesforce. Accountable for analyzing, tracking and communicating updates and resolution to clients in a timely manner and within the query management expectations. Coordinate and provide appropriate response to clients by interacting with various internal teams: product management, relationship management, technology and development teams. Ensure and maintain accurate case management information and categorization Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately any potential incidents. Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach. Your talents needed for success: Excellent communication skills (oral and written) Excellent customer service skills Strong analytical and problem-solving skills Good computer and MS Office skills - especially work in Excel Well organized, ability to prioritize, meet deadlines, identify process risks and "red flags" Ability to work as part of a global team Previous experience in a client-service role is beneficial Derivatives background and/or analytical experience beneficial Experience with Salesforce, KCS, JIRA is beneficial We offer top class training and development for you to be an asset in our organization About DTCC: With over 45 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From operating facilities and data centers around the world, DTCC automates, centralizes, and standardizes the processing of financial transactions across the trade lifecycle and mitigates risk for thousands of institutions worldwide. At DTCC we value on our clients' interests and partner to deliver superior results with excellence and innovation and lead with integrity. We proactively develop your potential and invest in your career.