Client Support Senior Analyst (Japanese Speaker)

About DTCC and the Role

Join DTCC, a leading innovator in financial market services, known for fostering professional growth and a collaborative environment that reflects the diversity of the global market. The Chief Client Office (CCO) at DTCC strives to deliver a seamless client experience across all divisions and regions, supporting client satisfaction, revenue enhancement, and business success. This office encompasses Sales, Partner Relations, Relationship and Integration Management, Marketing Communications, as well as Sales Analytics and Operations.

Compensation and Benefits

• Competitive base salary along with annual incentives
• Comprehensive health and life insurance tailored by location
• Robust pension and retirement plans
• Generous paid leave including time off for personal and family care and other types of absence to support overall well-being
• Flexible hybrid work schedule supporting three days onsite and two days remote, with specific onsite days determined by teams or individual needs

Key Responsibilities

• Serve as the initial point of contact to manage client inquiries via calls, emails, and web portals in Japanese and English, delivering resolutions or clearly outlining next steps during these engagements
• Analyze, track, and communicate progress and outcomes to clients promptly, adhering to query response standards for DTCC's suite of products and services
• Escalate urgent service disruption issues following established protocols and maintain accurate records and classification of cases
• Proactively respond to client needs by collaborating across departments including product, relationship management, technology, development, and business management teams
• Distribute client communications on system interruptions or scheduled downtimes with appropriate approvals
• Participate actively in team meetings to suggest process improvements for efficiency and better client interactions, while identifying and facilitating training needs
• Focus intently on client satisfaction by ensuring timely, precise responses and prompt issue resolution or escalation
• Contribute to knowledge management via the Knowledge Centered Service (KCS) model by developing or updating documentation
• Take part in Major Incident Management, identifying client impacts and proposing solutions
• Lead new project implementations and support internal testing related to client-impacting releases
• Follow and enhance client support procedures, addressing any gaps uncovered in processes
• Integrate risk and control frameworks consistently into daily duties to monitor, mitigate, and escalate risks appropriately

Qualifications

• At least 2 years of experience in a related role
• Bachelor's degree preferred but equivalent experience is acceptable

Essential Skills and Attributes

• Exceptional communication skills in English and Japanese (both verbal and written) with strong interpersonal and listening capabilities
• Proficient problem-solving and troubleshooting abilities
• Strong customer service orientation
• Meticulousness in documentation and attention to detail
• Sound decision-making acumen, particularly in fast-paced environments requiring rapid resolutions

Equal Opportunity and Inclusion

DTCC is an equal opportunity employer committed to diversity and inclusivity, ensuring nondiscrimination based on race, religion, national origin, gender, or disability among other factors. Reasonable accommodations are available for applicants with disabilities during the hiring and employment processes.