Service Support Specialist II

Job Description

As part of a centralized support team, incumbent is responsible to provide professional support to Sales Directors, Portfolio Officers, Relationship Managers and Administrators through timely and accurate production of servicing requirements for their clients. He/she will provide expertise in a wide variety of account driven functions with an emphasis on follow through and accountability. Functions will include, but are not limited to, updating client contact information, account statement reporting and preparation, managing the new account opening workflow, preparation of management reporting and responsibility for client disbursements. He/she will have review and approval responsibilities. He/she will be expected to handle client inquiries which are of a higher degree of complexity, research, analyze and resolve problems using sound judgement regarding the proper handling of client requests. The incumbent must be able to work in a highly confidential environment of the wealthiest, high-profile clients of the Corporation. He/she must ensure a high level of customer satisfaction while adhering to Wealth Management policies, procedures, auditing and regulatory requirements. Incumbent will review and maintain business unit procedures/workflows as defined by their Team Leader. He/she will interact with individuals throughout the organization at all levels in order to accomplish objectives. The incumbent will also participate in various projects to support the business lines' needs. Working knowledge of Microsoft Office applications. Excellent client service, written/oral communication, problem solving and organizational skills. Must be self motivated with a high degree of accuracy, attention to detail and the ability to in a fast paced,deadline-driven environment. Ability to work both independently and in team settings. Strong desire to consistently improve workflow to increase efficiencies. Ability to respond, react and adapt quickly to new processes/prodecures. Industry knowledge of client account management: account opening/disbursements and general service related tasks that are client initiated. Understanding of client relationships within line of business and level of service required for each. Ability to make decisions within established guidelines where necessary. Must have enhanced skills in identifying core issues, where to go and who to partner with for resolutions. Ability to interconnect areas impacted by any one action and be proactive in addressing all possible outcomes. Delivers service that demonstrates personal ownership and accountability to all internal and external partners. Centralized support team member whose individual performance directly impacts Wealth Management's opportunity to grow asset base and revenue. Ability to deliver consistent results and a high level of communication will determine team's overall effectiveness and future direction of Unit's scope or responsibilities. The ability to interact with client facing and back office personnel on a daily basis, managing expectations and delivering on time-sensitive requests with a sense of urgency. Respect and appreciation for all levels of service delivery and cross collaborate with all lines of business who may require assistance.


High School Diploma. BS/BA preferred. 1-2 years experience in specialized service delivery, either in financial services or related field. Working knowledge of Microsoft Office applications. Familiar with BNYMellon Wealth Management proprietary systems. 3-4 years experience in specialized client service delivery preferred. Ability to work independently and also contribute to team specific goals. Detail oriented with proven organizational skills. Manages time efficiently in a fast paced environment and can multi-task. Client service minded individual, motivated and comfortable in managing complex and evolving situations. Receptive and able to learn new systems/process quickly.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-Pennsylvania-Pittsburgh
Internal Jobcode: 31007
Job: Wealth Management
Organization: Strategy & Service Delivery-HR06265
Requisition Number: 1913684