Analyst, Shareholder Services

Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world’s top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” – 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.

With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We’re seeking a future team member for the role of Analyst, Shareholder Services to join our TRANSACTION PROCESSING team. This role is located in Edinburgh, Midlothian, United Kingdom.

In this role, you’ll make an impact in the following ways:

• 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.

To be successful in this role, we’re seeking the following:

• 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.

At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:

• Fortune World’s Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg’s Gender Equality Index (GEI)
• Best Places to Work for Disability Inclusion, Disability: IN – 100% score
• 100 Best Workplaces for Innovators, Fast Company
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• CDP’s Climate Change ‘A List’

Our Benefits:

BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer – Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

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.