Senior Client Operations Specialist - SLA & Metrics

BNY Mellon; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

BNY Mellon is seeking a Senior Specialist for the Client Operations, Ginnie Mae Operations team in New York, NY. You will engage directly with clients to troubleshoot issues and handle inquiries, and you will provide reconciliations and metrics while ensuring SLAs are met.

The role emphasizes high-quality client service, clear communication, and collaboration on tasks and projects. Training may be provided internally and externally as needed.

Qualifications

• Bachelor's degree or the equivalent combination of education and experience is required.
• 5-7 years of total work experience preferred.
• 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.

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 and review daily open items for follow-up and closure.
• Meet all Service Level Agreements for daily deliverables.
• Assist on tasks and assigned projects to ensure deliverables are met.
• Prepare, participate and conduct requested trainings – internal and external.

Skills

Customer service

Communication skills

Verbal communication

Education

Bachelor's degree

Job description

BNY Mellon is seeking a Senior Specialist for the Client Operations, Ginnie Mae Operations team in New York, NY. You will engage directly with clients to troubleshoot issues and handle inquiries, and you will provide reconciliations and metrics while ensuring SLAs are met.

The role emphasizes high-quality client service, clear communication, and collaboration on tasks and projects. Training may be provided internally and externally as needed.