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The Bank Of New York Mellon
,
Edinburgh, City of Edinburgh
Analyst, Shareholder Services (Client Service)
Overview
Job Description
* Serves as the primary point of contact for clients and executes all correspondent requisites in a timely and accurate manner with an understanding of the underlying business and specific client needs. * Responds to phone and email inquiries from mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction. * Handles requests to make updates to shareholder accounts or instructs shareholders on how to make account changes. * Answers phones and responds to shareholder emails with inquiries handled without a hand-off for assistance. * Responds to complex questions about shareholder accounts and provides more advanced technical assistance. * Responses are fast, efficient and accurate. Investigates errors in shareholder accounts and statements. * Routes issues that cannot be addressed at point of contact to appropriate team, in accordance with documented procedures. * Reviews daily open items to ensure proper follow-up and closure. * Handles customer complaints following the regulatory guidelines and procedures. * Performs quality assurance on all customer ineractions. * Provides feedback and coaching to colleagues. * Assists junior colleagues in resolving outstanding issues. * No direct reports. * Provides guidance to less experienced staff. * Responsible for the quality and completion of own work. * High school/secondary school or the equivalent combination of education and experience is required. * Bachelors degree preferred. * 2-4 years of total work experience preferred. * Experience in financial services preferred.