CSAT Senior Support Desk Agent

Job Description

Purpose: • To provide first level product & business support to the BNYM Global Client base
Principal Responsibilities:  • Provides work direction for the team • Share knowledge and experience and assist in the coaching of the less experienced members of the team • To provide telephone, Live Chat and email support on several proprietary banking software products • To present solutions to a diverse range of product queries including general functionality and training, admin, Tier 1 technical advice, while also supporting the more in-depth business related queries • To display excellent communication skills and establish a positive attitude towards Customer Care, including the ability to portray a polite and helpful persona to all clients at all times • To effectively use the telephone system and call logging products in accordance with CSAT Support Desk guidelines • To utilize defined escalatory procedures to ensure issues are escalated and managed in an efficient and effective manner • To work as part of a dynamic team embracing and contributing to new Helpdesk initiatives  • To meet KPI standards and adhere to legal and regulatory obligations • To proactively communicate the progress of the resolution to clients including system outages
Relationships:  • Support to CSAT Management • Initial contact point for the Bank’s cash and custody proprietary product client base (internal and external) • Initiator of escalation of business/technical issues to the pertinent Tier 2 business areas Experience:  • Excellent client support experience gained either within a previous Helpdesk position or client focussed role (at least 2/3 years experience) • Proven experience in the support of a product to external clients (preferable) • A working knowledge of the cash and custody business (preferable) • Existing relationships with related business and technical units (preferable)


Qualifications and Training (academic, professional and/or banking qualifications;– specify whether essential or preferable) : • At least educated to A level standard – (preferable)
Job skills & knowledge (skills, knowledge and behaviours relevant for the specific job - specify whether essential or preferable) :  • Ability to share knowledge and experience with other team members • European language skills (preferable) • Client focused and dynamic individual who has the ability to deal with any client query in any situation (essential) • Ability to multi-task and get the job done quickly (essential) • Ability to learn what is taught quickly and have the self-motivation to learn in more depth (essential) • Understand the cash and custody business and keen to know more (essential) • Excellent level of written and spoken English (essential) • Quick in analysing incoming calls and able to cope with high volumes • Work in a team across multiple locations, communication and updating colleagues continuously
BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: United Kingdom-Greater Manchester-Manchester
Job: Asset Servicing
Internal Jobcode: 70108
Organization: Client Support And Training-HR16350
Requisition Number: 1915964