Customer Service Support Analyst

2 months ago


Manchester, United Kingdom BNY Full time
Job Title: Associate, Customer Service Support Analyst I

At BNY, we're seeking a talented individual to join our Client Support and Technology Team as an Associate, Customer Service Support Analyst I. This role is located in Manchester, UK and will be working on a hybrid basis, with 3 days a week in the office.

Key Responsibilities:
  • Provide telephone and email support on proprietary banking software products
  • Present solutions to a diverse range of product queries, including general functionality and training, admin, Tier 1 technical advice, and business-related queries
  • Establish a positive rapport with Clients and internal Lines of Business, displaying excellent communication skills and a polite and helpful persona
  • Utilize defined escalatory procedures to ensure issues are escalated and managed in an efficient and effective manner
  • Meet KPI standards and adhere to legal and regulatory obligations
  • Proactively communicate the progress of the resolution to clients, including system outages
Requirements:
  • Excellent client support experience gained either within a previous Support Desk / Client Training position or client-focused role (at least 2 years' experience)
  • Proven experience in the support of a product to external clients (preferable)
  • A working knowledge of the cash and custody business (preferable)
  • A level or equivalent - essential
  • HDI or similar standard - preferable
  • ITIL qualified - preferable
About BNY:

BNY is 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 and empower our employees to grow and succeed. Our culture speaks for itself, with awards such as America's Most Innovative Companies, Fortune, 2024, and Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024.

We offer 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, including generous paid leaves and volunteer time.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.



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