GOCS CCC Support Engineer
Boston, MA

Job Description

About this Opportunity

As a member of the Client Contact Center (CCC), the Support Engineer is responsible for providing client service support to DTCC clients via phone, e-mail or online tools. Expectations include an ability to build rapport and develop relationships with internal and external partners, strong problem resolution and troubleshooting skills and an ability to provide First Call Resolution to clients.

Business Unit: Clearing Agency Services & GOCS

The Global Operations, Client Services & Administration group delivers world-class safety and soundness for the global financial services industry. The team provides DTCC's portfolio of core securities and superior transaction processing and client services support in an environment that minimizes risk and cost while maximizing efficiency.

What You'll Do

* Accept incoming client calls, redirect client calls, if necessary, to appropriate support groups for resolution while identify and setting client expectation for follow-up during the initial client call
* Manage multiple incoming issues taking responsibility for updating clients and escalating when necessary.
* Liaise with other departments to ensure resolution to client issue or query
* Provide follow-up and status update calls to clients, as documented in DTCC Service Outage/Disruption guideline
* Maintain an unrelenting focus on meeting the needs/requests of our clients; including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving, and/or escalating problems promptly



Sound Like You?

* Minimum of 3 years of related experience
* Bachelor's degree preferred

Additional Qualifications



Who We Are

With over 40 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.