Full-Time Analyst, Shareholder Services
Job Description
About the role:
Shareholder Services – IC1 With guidance, responds to phone and email inquiries from mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction.
Responsibilities:
- 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.
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 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, and offer a range of family-friendly, inclusive employment policies and employee forums.
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