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13 Feb 2023

Full-Time Analyst, Shareholder Services

BNYMellonTA – Posted by BNY Mellon Edinburgh, Scotland, United Kingdom

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.




  • 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.




  • 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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How to Apply


Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: banking operations; investment management; client service. Salaries: Not Disclosed.


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