Customer Services Supervisor

Customer Services Supervisor

 

At The Bank of New York Mellon, our people are our most valuable asset. As a premier global financial services leader, we can offer you a wealth of opportunity. We are seeking a Customer Service Supervisor (of the Institutional Service Desk) in our Malvern, PA office. The primary responsibility for this position is to supervise and assist the Institutional Service Desk (call center) with daily inquiries from Institutional Broker Dealer home office clients and internal PMAS employees.   

 

Other responsibilities include:

 

* Supervise a team who are the primary service reps to the Pershing Managed Account Solutions’ institutional home office clients

 

* Assist with employee annual performance appraisals

 

* Field all inquiries from the institutional service representatives and assist in resolving issues

 

* Keep employees informed and trained on new products, policies, and procedures

 

* Ensure that the department maintains positive and on-going relationship with clients with a focus on service excellence.

 

* Handle and resolve escalated department issues with the department manager.

 

* Be available for questions with regard to direction/prioritization of workload.

 

* Review and/or process Supervisory Procedures on a monthly basis.

 

* Act as a backup for all functions of the Institutional Service Desk.

 

* Work closely with various internal departments, Account Managers, and Relationship Managers to ensure that all issues are resolved in a timely manner

 

* Review, evaluate and follow-up on all ongoing special projects and notify the department manager of status

 

* Monitor and review service desk call logs for quality assurance  

 

Qualifications:

 

* 2 years supervisory/management experience, preferably customer service-related required

 

* 2 years experience in Separately Managed Account industry

 

* Knowledge of Pershing Managed Account Solutions platform a plus

 

* Proven ability to work well in a team environment

 

* Proficiency in Checkfree’s Security APL system a plus.

 

* BS/BA business-related college degree required

 

* Willing to Obtain FINRA Series 7 and Series 24   

 

We offer a competitive salary and comprehensive benefits package including retirement savings plan, tuition assistance and immediate medical, dental, and life insurance. For immediate consideration, please APPLY ONLINE at: http://www.bankofny.com/co/MON/2749-1003 

 

*All candidates must apply directly via online at the url listed above.  

 

For more job opportunities, visit our website at: www.bnymellon.com/careers  

 

We are an equal opportunity employer.