Client Support Senior Analyst - Japanese Speaker

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.
Enterprise 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.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact you will have in this role: 

This 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 dial 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 both ITP and SIFMU supported 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, Business Management, Risk Management, Legal and Compliance, Onboarding, and User Acceptance Testing 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, including supporting knowledge sharing across ITP and SIFMU supported services.
• 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 while striving to provide First Call Resolution.
• Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles in support of ITP and SIFMU products and services.
• Participate actively in Major Incident Management representing the Client Support team, identify client impact issues and provide resolution/recommendations, including communicating impact and updates to Japanese-speaking clients when required.
• Lead project implementation and support internal functional testing for new releases impacting clients across ITP and SIFMU  platforms and services.
• Adhere to Client Support procedures and identify process and procedural gaps and update where necessary.
• Align risk and control processes into day-to-day responsibilities to monitor and mitigate risk; escalates appropriately.
• Leverage dual certification across ITP and SIFMU s to provide operational flexibility, business continuity support, and dedicated bilingual coverage for APAC clients requiring Japanese and English language assistance.
   

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.

DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork.  When you join our team, you’ll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It’s the chance to make a difference at a company that’s truly one of a kind.

Learn more about Clearance and Settlement by clicking here.

Enterprise 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.