DescriptionAt BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.
We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.
We’re seeking a future team member for the role of Associate, Investor Services Operations Representative I to join our Global Contact Centre team. This role is located in Dublin, Ireland – hybrid working.
In this role, you’ll make an impact in the following ways:
Responds to all shareholder queries received by phone, email or webchat. 80% of the role is phone based and the other 20% is investigating cases.
Take ownership of answering, investigating, and resolving all enquiries within agreed service levels and focusing on customer outcomes.
Investigates errors in shareholder accounts and statements.
Routes issues that cannot be addressed at point of contact to appropriate team, in accordance with documented procedures and responds to shareholder once issue resolved.
Reviews daily open items to ensure proper follow-up and closure.
Responsible for the quality and completion of own work.
Maintain your working knowledge of all products and procedures
Take accountability for your development and undertake training/ coaching identified to support delivery of high level of client service
Experience in contact centre or client service preferred. Servicing clients across different market segments and/or regions with multiple countries and languages
Serve as the main contact for day-to-day client inquiries and will manage different types of investigations including resolutions on specific products such as payment, trade, AML or any other BNY Mellon product/service issues.
Provide functional support to internal clients including data collection
You will also provide day to day servicing support to BNY complaints and the transfer agency team.
Maintain positive client experience to our existing and potential new clients
To be successful in this role, we’re seeking the following:
Direct Client Facing Experience within Financial Services
Experience of correspondent banking or understanding of the payment’s product and life cycle of investments.
Experience of discussing client digital solutions to clients
Experience of working in a global team
At BNY, our culture speaks for itself. Here’s a few of our awards:
America’s Most Innovative Companies, Fortune, 2024
World’s Most Admired Companies, Fortune 2024
Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023-2024
“Most Just Companies”, Just Capital and CNBC, 2024
Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
Bloomberg’s Gender Equality Index (GEI), 2023
Our Benefits and Rewards:
BNY 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, including paid volunteer time, that can support you and your family through moments that matter.
BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.