Friday, July 19, 2013

Client Service Representative, BNY Mellon - Cypress, CA

Client Service Representative, BNY Mellon - Cypress, CA

Date: Jun 29, 2013   
Client Service Representative - Cypress, CA (Job Number: 1304521)

Primary communicator and facilitator of client support through the course of daily production activities. The Client Service Representative will utilize a designated central tool to capture all client inquiries, issues and associated resolutions. The Client Service Representative will effectively partner with all internal groups in order to deliver against Service Level Agreements and Client Agreements.
The Client Service Representative is expected to apply customer centered judgment when working through breaks in process or deliverables and escalate them through constant communication to internal partners. Analyze and interpret current/historical transaction data. Demonstrate an ability to effectively perform/complete inquiries and responses that must comply with strict regulatory/legal guidelines. Work independently, exercise judgment and make decisions to resolve inquiries and meet production and turnaround standards. Question missing and inconsistent data and seek alternative options to resolve complex inquiries. Partner with production Units and peers to ensure appropriate data for transactions are received timely to meet SLA s. Develop and demonstrate a comprehensive understanding of the essential business functions. Escalate issues to Client Relations and key internal partners as required. Organize and maintain control of voluminous files and documents related to client inquiries or requests. Analyze, research, and respond to telephone inquiries. Provide follow-up/call backs to resolve open issues. Serve as backup to additional functions in the unit when required. Demonstrate a willingness to pitch in in order to meet regulatory requirements and provide consistent level of service to clients during times of crisis, e.g., when resources are limited or inquiry volumes are unusually high. Provide exemplary customer service to clients by delivering a high level of service response and quality that meets department standards. Demonstrated strong problem-solving skills, customer focus, and follow-up skills. Demonstrated excellent verbal and written communications skills. Solid analytical skills, attention to details and use of supporting documentation. Effective time management, organizational skills and ability to work under pressure and multi task with multiple deadlines. Must be a self-starter who can set daily priorities and adapt to changing priorities. Recognized by peers and associates as a trusted team player. Support management decisions and readily adjust to changing priorities, new business, and changes in operational procedures.

PC proficiency required. Previous experience in a client service or support role. Some knowledge of mortgage loan documentation. Some knowledge of bonds, securities transactions.

Primary Location: United States-USA-CA-Cypress
Internal Jobcode: 21870
Job: Corporate Trust
Organization: Global CT & DR Ops-HR06117

Job Segments: Law, Research, Mortgage, Legal, Finance

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