Client Support Exec Job
Client Support Exec (Job Number: 1316293)
Description
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.
The departments within TA include: Treasury (Reconciliations Settlements); Distributions Statements and Mailings; Business Change; Communications Centre; Servicing; Business Oversight; Register Servicing, Broker Admin and Transaction Control; Service Delivery; Dealing and Box Management; Management Accounts; Business Recovery; Financial Crime and AML; Middle Office; DC Pensions; Client Service Centre; and Document Management Centre.
Team Description
The Client Support (Correspondence) department is responsible for delivering quality written outputs in response to enquiries from customers of TA client companies. The tasks undertaken by the Correspondence team are a fundamental part of the service provided by TA
Job Purpose:
To provide a high standard of customer service for existing and potential clients and IFAs.
To continually strive to identify ways to enhance the overall client experience
Principal Responsibilities:
Take ownership of responding to all client and IFA enquiries regardless of the method of communication within the timescales detailed in our Service Level Agreement, and within the standards of Client Services Department.
Liaise with other departments and Management Companies to ensure all enquiries are responded to in full and all outstanding issues resolved.
Provide communication effectively at all levels with management, other departments and clients.
Adhere to the 24hr rule for requests made from our Service Delivery Team
Be aware of changing market conditions and their impact on the business
Have a working knowledge of Management Company products and procedures. Ensure procedures are adhered to and updated when required
Maintain accurate data for all client and IFA enquires and regularly update personal workload
Maintain a high level of accuracy in line with written quality standards
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
Comply with all corporate policies and procedures operating within the department
Alert management immediately of any significant changes to business risks and internal controls effectiveness.
Notify management and/or Compliance immediately on discovery of any regulatory breach.
Comply with Health and Safety policies and procedures operating within the business.
Comply with data security procedures in line with corporate policies
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.
Qualifications
Person specification:
Global Competencies (1)
In addition to the core competencies of Communication Skills, Decision-making and Accountability, Flexibility and Adaptability and Managing Risk the associate should show an aptitude for:
Enhancing Organisational Talent
Embracing Change
Client Orientation
Developing Partnerships
Driving for Results
Decision Making
Global Awareness
Primary Location: Edinburgh, Lothian Region, GB
Internal Jobcode: 50653
Job: Asset Servicing
Organization: Global Client Service Delivery-HR06406
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