Senior Specialist, Client Operations

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

We're seeking a future team member for the role of:

Senior Specialist to join our Client Operations, Ginnie Mae Operations team. This role is in New York, NY

In this role, you'll make an impact in the following ways:

• 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

To be successful in this role, we're seeking the following:

• 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