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Associate, Customer Service Desk/On-Site Support Analyst I

2 months ago

Pittsburgh, United States BNY Mellon Full time
Associate, Customer Service Desk/On-Site Support Analyst I

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.    

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We’re seeking a future team member for the role of Associate, Customer Service Desk/On-Site Support Analyst I to join our Production Services team this is a non tech role. This role is located in Pittsburgh, PA, United States and it is Hybrid. 

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

  • To provide telephone and email support on 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 rapport with Clients and internal Lines of Business, including the ability to always portray a polite and helpful persona to all stakeholders.
  • To effectively use the telephone system and call logging products in accordance with CSD guidelines.
  • To utilize defined escalatory procedures to ensure issues are escalated and managed in an efficient and effective manner.
  • Support to Line Manager and Supervisor.
  • Direct Client facing role, providing Support on the Company wide technology platforms.
  • 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 elements of CSAT.
  • Support to Internal Line of Business when required.

 

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

 

  • Bachelor's degree in a related discipline required
  • At least educated to A level standard or equivalent – essential
  • HDI or similar standard – preferable
  • ITIL qualified – preferable.
  • Excellent client support experience gained either within a previous Support Desk / Client Training position or client focused role (at least 2 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)
  • 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 small team, communication and updating colleagues continuously
     

At BNY, our culture speaks for itself. Here’s a few of our awards: 

  • America’s Most Innovative Companies, Fortune, 2024
  • World’s Most Admired Companies, Fortune 2024
  • Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
  • Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023-2024
  • “Most Just Companies”, Just Capital and CNBC, 2024
  • Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
  • Bloomberg’s Gender Equality Index (GEI), 2023


Our Benefits and Rewards: 

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

 

 


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

Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

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