How Customers Learn to Use DTCC Services
As DTCC rolls out new services, enhances existing ones and upgrades its systems, a key aspect of customer service entails keeping the personnel at customer firms up to speed on how to use these services and systems.
DTCC focuses on this side of the business through DTCC Learning, which has expanded its curriculum and use of the internet to offer courses, podcasts, simulations and other learning tools. In addition, to keep closely attuned to the industry’s existing and emerging training needs, DTCC Learning recently formed an advisory board that consists of six DTCC executives and is being expanded to included executives from customer firms, as well.
“Our goal is to ensure customers are operating at maximum efficiency when it comes to the products and services offered by DTCC subsidiaries,” said Kaliym Islam, vice president for DTCC Learning. “Our programs help firms maintain a high level of DTCC expertise among their employees, which translates into greater day-to-day operational efficiencies. We also help smooth the transition to new services with advance training in new systems and applications.”
An added benefit for customers whose personnel have a solid grounding in DTCC services is stronger business continuity and succession planning.
Types of programs
DTCC Learning offers an extensive roster of prepackaged courses. Some are geared toward the nuts and bolts, such as training in the actual usage of a service. Other courses are broader, such as an introduction to the securities market and DTCC’s role in it.
Also available are certification programs that train professionals in the use of DTCC’s product offerings. One program covers Asset Services (including Custody, Deposits, Dividends, Reorganization and Withdrawal); the most recent certification offerings are for the Clearance and Settlement businesses.
DTCC Learning can tailor programs specifically to customers’ needs, partnering with a firm to assess the knowledge, skills and experience of its employees, and develop training that integrates with the firm’s other employee learning initiatives. “We collaborate closely to ensure the DTCC courses supplement and enhance our customers’ learning process,” said Barbara Edwards, DTCC director, Strategic Learning Solutions.
DTCC Learning is also available to assess programs that customers have developed in-house to educate their employees about DTCC’s platforms and applications.
For customers that are new members of any DTCC subsidiary and for existing customers that purchase a new service, there is no charge for tapping DTCC Learning. Existing customers are charged at-cost rates depending on the type of training, with volume discounts available.
A menu of options
DTCC Learning allows firms to select the programs that meet their requirements and fit easily into their employees’ schedules. Most courses are certified by the Institute of Certified Bankers, a subsidiary of the American Bankers Association, and credits earned taking these courses can be applied toward a Certified Securities Operations Professional certification.
- Instructor-led courses are conducted by certified DTCC instructors in person and via the Internet. These classes are held at DTCC’s New York or Tampa offices, at a customer’s office (upon special request), or via Webinars, which are live online sessions that can bring together personnel from multiple locations simultaneously, creating a virtual classroom. In all cases, students have the opportunity to ask questions and interact with each other.
- Self-paced learning includes online courses, viewing pre-recorded training sessions or taped live training, and podcasts.
“Our online courses were all created by instructional designers with experience in adult learning and user interface design,” said Edwards. “They are structured to engage the learner and increase his or her ability to retain information.”
Podcasts are the latest addition to DTCC’s learning menu. Usually about five minutes long, podcasts can be downloaded from the www.dtcc.com website and played on personal computers or portable media players. The podcast inventory is continually updated and includes training tips and important information about DTCC subsidiaries.
“People in our industry are busy managing competing demands,” said Islam. “We try to make it easy for them to learn and stay abreast of changes in our service offerings and systems, which results in greater efficiency all around.” @
[To learn more about DTCC Learning, contact Barbara Edwards, DTCC director, Strategic Learning Solutions at bedwards@dtcc.com or 212.855.2261, or visit www.dtcc.com/products/training.]