Senior Specialist, Client Service Management

BNY Mellon; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

BNY Mellon is seeking a Senior Specialist, Client Service Management to join the Data & Analytics Team in Boston, MA. The role emphasizes premium service to production clients using pControl, focusing on issue resolution, client relationships, and cross-region collaboration.

The position requires serving as the primary client contact, analyzing data flows, coordinating resolutions, and providing timely updates. Strong client focus, communication, and composure under pressure are essential.

Qualifications

• Minimum of 5 years' experience in Fund Accounting, Funds Management, Custodial Services, Investment Operations, or related financial services environments.
• Strong ability to analyze business data flows and operational processes, identify issues, evaluate impacts, and develop solutions.
• Excellent written and verbal communication skills for professional client and internal interactions.
• Detail-oriented with strong organization skills and ability to quickly gather and analyze data.
• Curious and proactive learner who welcomes challenging situations and thrives under pressure.
• Natural problem solver with a client-focused mindset.

Responsibilities

• Primary Client Support Contact: act as the first point of contact for production clients and assess priority and level of support.
• Issue Analysis and Investigation: analyze client issues, identify root causes, and coordinate resolutions.
• Client Communication and Feedback: maintain proactive updates with clients through the issue lifecycle.
• Quality Assurance: perform application testing to validate readiness of items scheduled for client release.

Skills

Fund accounting

Data analysis

Client relationship management

Communication skills

Problem solving

Attention to detail

Work under pressure

Tools

pControl

Job description

We're seeking a future team member for the role of Senior Specialist, Client Service Management to join our Data & Analytics Team team. This role is located in Boston, MA

Role Summary:

The Product Support team is responsible for providing premium level service and support to our clients and many lines of business within BNY that leverage pControl. As a member of the Product Support team, you will be responsible for delivering high-quality support to our global production clients in line with established service level expectations. This role requires building strong client relationships, providing timely and effective issue resolution, and collaborating closely with Product Support colleagues across multiple regions. The diverse responsibilities of this position provide team members the unique opportunity to showcase varying skill sets. Whether it's actively maintaining client relationships, testing accounting software functionality, managing critical incidents or providing knowledge transfer sessions to educate others, no two days are the same.

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

• Primary Client Support Contact: Serve as the first point of contact for production clients, managing initial responses to issues raised and assessing the nature, priority, and level of support required.
• Issue Analysis and Investigation: Conduct detailed analysis and investigation of client issues, identifying root causes and coordinating appropriate resolution actions. You are tasked with fully understanding operational workflows, having in-depth knowledge of business needs and providing solutions to various daily or monthly processing challenges.
• Client Communication and Feedback: Maintain clear, proactive communication with clients throughout the issue lifecycle, ensuring updates are provided until matters are resolved to an expected standard of satisfaction.
• Quality Assurance: Perform application testing to validate the behavior and readiness of items scheduled for client release.

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

• Minimum of 5 years' experience in Fund Accounting, Funds Management, Custodial Services, Investment Operations, or related financial services environments.
• Demonstrated ability to analyze business data flows and operational processes, identify issues, evaluate impacts, and develop effective solutions.
• Strong client focus, with the ability to perform effectively in a fast-paced, high-pressure environment.
• Excellent written and verbal communication skills, with the ability to engage professionally with both clients and internal stakeholders.
• Detail-oriented with strong organization skills and must be able to quickly gather and analyze data.
• Have a curious and inquisitive approach to learning
• Welcome challenging situations and thrive under pressure
• Consider themselves natural problem solvers