Job DescriptionThe 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.
About the TeamEnterprise 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.
