BTS Customer Svc Rep – Overnight Shift (3:00AM – 11:30AM Tues
BTS Customer Svc Rep - Overnight Shift (3:00AM - 11:30AM Tues - Saturday) (Job Number: 1310106)
BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets throughout the investment lifecycle. Whether providing financial services for institutions, corporations or individual investors, BNY Mellon delivers informed investment management and investment services in 36 countries and more than 100 markets. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments. Additional information is available at www.bnymellon.com.
Client Service Delivery manages investment monitoring, measurement and processing services for our clients. Our solutions include Securities Operations, Fund Administration, Transfer Agency, Outsourcing, Performance Measurement and other related services.
Description
Answers incoming calls from Brokers, clients, merchants and other financial institutions. Calls are related to checking, debit card, ACH and bill payment. Adhere to required call technique and provide excellent customer service. Works under limited supervision and no instructions are needed on routine work, and general instructions are given on special assignments. Good knowledge of the job. Substantial acquaintance with and understanding of general aspects of the job with a limited understanding of the technical phases of the job. Requires a high degree of accuracy. Assists new employees on training and development. Pleasant and professional phone demeanor, strong customer service skills, the ability to adapt quickly to frequently changing procedures. Representatives must be able to determine why a transaction was declined, as well as assist customers with recognizing unfamiliar charges. Representatives should be able to explain various merchant attributes and the issues that arise when attempting to complete certain transactions. Other potential challenges include assisting customers with emergency card replacement and issuing expedited cards. This position is integral to the achievement of our departmental service level goals. In addition to communicating externally with customers, brokers, and merchants, representatives must also communicate professionally and effectively with other departments, such as check fraud, adjustments, debit card disputes and fraud investigation.
Qualifications
High School Diploma or equivalent. Associate s degree or higher preferred. One year of service-related experience. One year of service-related experience preferred.
New hires will be trained and will be required to work day shift during their training period. Hours once the training period has been completed will M-F 3:00AM-11:30AM , starting the week Tues morning at 3:00AM , ending the week 11:30AM Saturday.
Hours are subject to change and candidates should be willing to adjust as needed by the business which may include weekends.
Primary Location: United States-USA-PA-Philadelphia
Internal Jobcode: 31138
Job: Customer/Client Service
Organization: Global Operations-HR06382
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