Analyst, Shareholder Services - Edinburgh, United Kingdom - BNY Mellon

BNY Mellon

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About the role:

Responsibilities:

Handles lower complexity requests to make updates to shareholder accounts or instructs shareholders on how to make account changes.
Follows the Good Order Matrix call outline when addressing and closing standard calls and to ensure that the most current information is provided.
Follows internal quality standards, the current workflow for each call type (Maintenance, Financial and Escalated issue), and security protocols.
Completes security forms in compliance with regulatory requirements.
Actively listens to shareholder needs in order to provide service that ensures continued shareholder satisfaction and complete, accurate fulfillment of shareholder asks.
Makes an initial determination of which inquiries should be escalated to the Problem Resolution Team or will necessitate completion of an electronic ticket.
Confirms conclusions with more senior team members.
Escalates inquiries or completes electronic tickets to initiate delivery of historical statements or pass forms to shareholder as requested.
Has a clear understanding of Policy and Procedures. Completes standard security protocol to verify shareholder identity and prevent fraud prior to releasing information.
Accepts feedback and coaching and proactively adjust own management of call flows in response to feedback.
Is able to work in a very structured environment. No direct reports.

Requirements:

Bachelors degree or the equivalent combination of education and experience is preferred.
03 years of total work experience preferred. Customer service experience in the financial service market preferred.

Our offer for you:

Excellent opportunities for training, growth, and professional development
Mentoring and job shadowing programs
A multitude of opportunities to get involved in additional charity projects and engagement groups
Employee Referral Program
Health Promotion: Wellbeing and Innovation Centre, Wellbeing programs
Full time contract of employment
Competitive salary
Health & Life Insurance
Private medical care
Pension scheme

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.

Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work.

We support wellbeing and a balanced life, andoffer a range of family-friendly, inclusive employment policies and employee forums.