Senior Analyst,Shareholder Services (Client Documentation)

Job Description

  • With minimal guidance, responds to phone and email inquiries from multiple mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction. 
  • Handles moderately complex requests to make updates to client accounts or instructs clients on how to make somewhat complex account changes. 
  • Provides guidance to more junior team members and reviews their work for accuracy. 
  • Answers phones and responds to shareholder emails. 
  • Immediately addresses the majority of client inquiries and rarely requires a hand-off for assistance. 
  • Follows the Good Order Matrix call outline when addressing, leading and closing standard calls and to ensure that the most current information is provided. 
  • Follows internal quality standards, the current workflow for each call type (Maintenance, Financial and Escalated issue), and security protocols. Completes security forms in compliance with regulatory requirements. 
  • May also be responsible for some moderately complex, non-standard calls. 
  • Actively listens to shareholder needs in order to provide service that ensure continued shareholder satisfaction and complete, accurate fulfillment of shareholder asks.  
  • Analyzes and determines which inquiries should be escalated to the Problem Resolution Team or will necessitate completion of an electronic ticket. 
  • Escalates inquiries or completes tickets to initiate delivery of historical statements or pass forms to shareholders as requested. 
  • Completes standard security protocol to verify shareholder identity and prevent fraud prior to releasing information. 
  • Is building awareness of common indicators of fraud. 
  • Accepts feedback and coaching and proactively adjust own management of call flows in response to feedback. 
  • Is able to work in a very structured environment. 
  • No direct reports. 
  • Provides guidance to less experienced Agents as needed. 
  • Responsibilities mainly pertain to own conduct, accuracy and efficiency when handling interactions with stakeholders via phone or email. 


  • Bachelors degree or the equivalent combination of education and experience is required. 
  • 3-5 years of total work experience preferred. 
  • Customer service experience in the financial service market preferred. 
  • Must demonstrate ability to comply with policies and understand financial regulatory environment. 
  • Must also demonstrate ability to coach others. 
  • Fluency in another language preferred.

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: United Kingdom-Lothian Region-Edinburgh
Job: Operations
Internal Jobcode: 70581
Organization: Transfer Agency Operation EMEA-HR07268
Requisition Number: 1918940