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Analyst, Shareholder Services

BNY Mellon
Job LocationEdinburgh
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Job DescriptionShareholder Services Responsibilities:

  • IC1With guidance, responds to phone and email inquiries from mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction.
  • Handles lower complexity requests to make updates to shareholder accounts or instructs shareholders on how to make account changes.
  • Answers phones and responds to shareholder emails with 75f inquiries handled without a handoff for assistance.
  • 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. Responsibilities are limited to own conduct, accuracy and efficiency when handling interactions with stakeholders via phone or email.
Skills & Requirements
  • Bachelors degree or the equivalent combination of education and experience is preferred.
  • 0-3 years of total work experience preferred.
  • Customer service experience in the financial service market preferred.
Our offer :
  • 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

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