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Lead Analyst, Client Service
2 weeks ago
**Responsibilities**:
- Act as customers’ main point of contact for day to day inquiries, respond in a timely manner by adhering to service levels for resolution and provide quality client experience;
- Support customers in addressing and resolving complex or non-routine transactional, operational and technical issues;
- Respond to customers complaint on priority and effectively as per procedure;
- Proactively reach out to customers to communicate specific Product, Service, Channel related information where required;
- Applies advanced problem solving skills, judgement, and experience to analyze information and effectively communicate to customers.
- Proactively assists clients in reviewing potential business needs and directs them to appropriate resources at BNY Mellon.
- Maintains excellent relationships with customers as well as internal teams and identify root causes/area of improvements when resolving customer issues.
- Uses in-depth knowledge of customers issues and needs to contribute to business development efforts. With the understanding of BNY Mellon products and services, to best propose expanded offerings to customers for front office consideration.
- Leads and participates in internal activities and initiatives designed to improve the client experience.
- Analyze trend/data and present to customers to identify opportunities for service and process improvements.
- Provides guidance to less experienced team members.
- Supports multiple geographies and complex client accounts.
Preferred experience:
- Bachelors degree or the equivalent combination of education and experience is required.
- 7-10 years of total work experience preferred. Experience in an operational area and/or client services preferred
- Excellent customer focus, stakeholders management and relationship management skills.
- Possess excellent interpersonal skills and positive attitude.
**BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.**
**Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.
