Description
*Client Support Executive- Bank of New York Mellon, Edinburgh*
Business Description
The Transfer Agency (TA) division is responsible for providing the services and administration outlined in Client Service Level Agreements, within agreed parameters and applicable regulations and corporate policy. The main functions administered are to effect the dealing instructions on behalf of investors for the products outsourced by our management companies, to ensure an accurate register, and provide all necessary oversight and control services associated with these products.
Team Description
The Client Support (Telephone Team) is responsible for all verbal contact with clients and Independent Financial Advisers (IFAs). The tasks undertaken by the Telephone Team are a fundamental part of the service provided by Transfer Agency.
Job Purpose:
To provide a high standard of customer service for existing and potential clients who contact us by telephone. This is a high call handling environment.
Principal Responsibilities:
- Handle client enquiries into the organisation in a polite & professional manner within the timescales detailed in our Service Level Agreement, and within the standards of the Client Services Department.
- Take ownership of providing client with satisfactory resolution within the timescales detailed in our SLAs
- Undertake training and coaching as directed in order to facilitate the high level of client service required
- Liase in a professional and friendly manner with other business areas to facilitate response to client enquiries
- Communicate effectively with all levels of management, other departments and clients
- Be aware of changing market conditions and their impact on the business
- Have a working knowledge of all Management Company products and procedures
- Maintain accurate data for all client enquiries and regularly update personal workload
- Read and respond where necessary to internal communications
- Participate in projects at the discretion of management
- Develop skills and knowledge to ensure personal contribution to team and wider BNY Mellon objectives
- Employees of BNY Mellon may be required to perform additional duties and other functions within their employing company or within the BNY Mellon Group as the employing company may require from time to time.
- Demonstrate the shared values of the organisation (Client Focus, Trust, Teamwork and Outperformance) and the application of TCF.
- Demonstrate personal responsibility for escalating and resolving concerns/incidents in line with TA Escalation Guidelines and TA Incident Escalation and Management process.
Essential:
- Strong attention to detail
- Strong desire for excellence with a conscientious approach
- Proactive nature
- Well organised and focused in order to meet tight deadlines and client expectations
- Effective team worker player
- Flexible in a fast paced environment
- Strong client service ethic
- Risk aware
- Intermediate knowledge of MS Excel and MS Word
Experience
The candidate will ideally have experience in one of the following areas:
- Customer/Client Service
- Experience in a contact centre/telephone environment
- Administration
- Financial Services
*Client Support Executive- Bank of New York Mellon, Edinburgh*
If you wish to apply for the above position, please call me or email.
Please be advised if you haven't heard from us within 24 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Adecco is an employment consultancy and operates as an equal opportunities employer.