Senior Client Operations Specialist — Elevate Service

BNY; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

BNY Mellon is seeking a Senior Specialist to join our Client Operations, Ginnie Mae Operations team in New York, NY. You will directly contact clients for troubleshooting, correct errors, and answer inquiries. You will provide daily reconciliations and metrics, review open items, and ensure SLAs are met.

You will support routine transactions and respond to inquiries about products, services and procedures. The role also involves assisting with trainings and special projects, working under

Qualifications

• Bachelor's degree or the equivalent combination of education and experience is required.
• 5-7 years of total work experience preferred.
• Preferred Customer Service experience
• Excellent verbal and written skills
• Excellent Communicator
• Provides quality support to clients with routine transactions and processes daily. Under direct supervision, assist clients by responding to phone, email and other inquiries regarding company products, services and procedures.
• Provides basic technical assistance to clients and assists in responding to straightforward client inquiries
• Provide Daily, Weekly, Monthly, Quarterly, Semi and Annual Metric, Business and Management reporting
• Support the Operations Manager on special tasks and projects

Responsibilities

• Direct Contact with clients for troubleshooting, correcting errors/exceptions and inquiries
• Independently assist clients by responding to phone, email, and other inquiries regarding supported services
• Provide daily Reconciliations as well as metrics. Reviews daily open items to ensure proper follow-up and closure
• Meet all Service Level Agreements for daily deliverables
• To successfully ensure all tasks and assigned projects deliverables are met
• Prepare, Participate and Conduct requested Trainings - Internal and External

Skills

Customer service experience

Verbal communication

Written communication

Education

Bachelor's degree

Job description

BNY Mellon is seeking a Senior Specialist to join our Client Operations, Ginnie Mae Operations team in New York, NY. You will directly contact clients for troubleshooting, correct errors, and answer inquiries. You will provide daily reconciliations and metrics, review open items, and ensure SLAs are met.

You will support routine transactions and respond to inquiries about products, services and procedures. The role also involves assisting with trainings and special projects, working under