Client Support Senior Analyst (Japanese Speaker)

Job Title

Client Support

Job Description

Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve. The Chief Client Office (CCO) is focused on providing a consistent Client Experience across all business lines and geographies, enabling enhanced Client Satisfaction, Revenue Growth and Business Line Success. The CCO function includes Sales, Partners, Relationship Management, Integration, Marketing & Communications and Sales Analytics & Operations.

The Impact you will have in this role:

Being a member of the team, the Client Support role is responsible for analyzing and resolving client inquiries received via phone, email, and web portal, providing functional expertise and guidance to clients across DTCC's business lines. The role serves as a first point of escalation, coordinating with cross-functional teams including Product, Technology, Project and Release Management, Risk Management, Legal and Compliance, Onboarding, and User Acceptance Testing to drive timely resolution of client issues.

As a dedicated Japanese and English bilingual resource with certification across supported DTCC products and services, this position enhances regional language support, operational flexibility, and business continuity. Expectations include building strong relationships with internal and external stakeholders, demonstrating excellent problem-solving and troubleshooting capabilities, and delivering a high level of client service with a focus on First Call Resolution and overall client satisfaction.

Your Primary Responsibilities:

• Handling incoming client calls and client queries via web portal and emails in both Japanese and English, provide client resolution or identifying and setting client expectation for follow-up during the initial client calls.
• Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations across supported DTCC products and services.
• Prioritize and follow escalation procedure on critical service disruption issue and maintain accurate case management information and categorization.
• Pro-actively monitor and provide timely response to clients by coordinate and collaborating with various internal teams: product management, relationship management, technology, application development and business management teams.
• Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
• Participate proactively in team meetings, identify, and suggest process improvements that increase organizational efficiency and maximizes client experience. Identify training needs and facilitate training delivery.
• 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
• Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
• Participant actively in Major Incident Management representing Client Service team, identify client impact issue and provide resolution/ recommendations
• Lead project implementation and support internal functional testing for new releases impacting clients
• Adhered Client Support procedure and identify process and procedural gaps and update where necessary.
• Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately

Qualifications:

• Minimum of 2 years of related experience
• Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

• Superior communication, interpersonal, and listening skills. Excellent communication (verbal and written) in English. (some positions may require a particular language as per the client base supported)
• Excellent troubleshooting skills.
• Customer Service skills
• Ability to create accurate documentation with an attention to detail.
• Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.

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. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.