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Inter.Rep, Call Center Quality

Company: The Bank of New York Mellon
Location: Westborough
Posted on: January 24, 2023

Job Description:

Who We Are

For over 235 years, Bank of New York Mellon (BNY Mellon) has been at the center of the global financial markets, providing the world's leading institutions the tools, capabilities, and services to be distinctive investors. BNY Mellon has approximately $16.5 billion in revenues and a 23% return on tangible common equity.

BNY Mellon is a leader in the world of investment services and investment management, and our businesses support the full range of stakeholders of the financial system including:

* Managing the custody of approximately $37 trillion financial assets of the world's leading institutional investors, hedge funds, sovereign wealth funds, and corporates
* Investing approximately $2 trillion as one of the largest global asset managers across a wide range of asset classes
* Providing collateral, liquidity, and funding for the world's largest banks through our markets franchise
* Serving family offices and high net worth individuals through our wealth management franchise
* Providing a full suite of solutions to advisors, broker-dealers, family offices, hedge and '40 Act fund managers, registered investment advisor firms and wealth managers
* Advising large global corporations on a range of trust and other solutions
* Providing integrated managed data services to asset managers

What We Do

Call Center Quality and Training Group Overview

Monitor the quality of service provided by the call center agents using the established criteria in BNY Mellon Call Center Quality Guidebook to determine compliance with the quality and training standards. Review a predetermined sample of work for each agent. Report results from review to agents and management in order to determine trends and areas of needed improvement. Provides mentoring and coaching through one-on-one side-by-side and feedback sessions with the agents. Facilitates classroom training during NET and provides ongoing training sessions with the tenured agents.

Inter. Rep, Call Center Quality Role Overview

The Intermediate Representative will provide support to internal and external clients on a daily basis, including scoring calls, attending client joint monitoring sessions, providing feedback and training to the call center. This role will involve client facing exposures. The successful candidate will also participate as a stakeholder in technology projects and enhancements related to new client onboarding's. 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.

Role-Specific Responsibilities

* Directly provides coaching and feedback to call center personnel
* Coordinates and hosts quality monitoring sessions with Mutual Fund Clients
* Scores calls to meet the required sample size per month
* Creates and develops training materials and delivers instructor led training sessions
* Ability to develop online training content using software and voice over strategy
* Strategic partner with the Line of business manager to initiate monitor, oversee and execute training based on the CSR development track and Journey Map
* Instructs or plays key role in New Employee Training Program
* Identifies and executes continuing education training based on data trending and LOB requests for additional training. Can be both individual and group.
* Responsible to perform the Year End Training Cycle for Tax Season
* Drives the call center teams to meet external vendor obligations
* Accurately coaches the call quality monitoring scoring standards per the guidebook
* Ability to identify and score to the use of natural language variables reaching the same desired outcome for key performance indicators.
* Proficient in using Microsoft Office Suite and other technology to meet team goals and personal performance standards
* Strong business writing skills, oral presentation skills and able to deliver on feedback/discussions with professionalism
* Develops training reports, dashboards, and tracks KPIs to deliver to the LOB and Client Services on agent achievement of internal minimum expectations.
* Individual Contributor Role with expectations of being able to coach and provide feedback. May assist more junior team members as needed. Responsible for the quality and completion of own work.



Standard Job Responsibilities

* Proactively assists clients in reviewing potential business needs and directs them to appropriate resources at BNY Mellon. May be the central point of contact for business development and assume client onboarding and/or risk management responsibilities
* Uses in-depth knowledge of client issues and needs to contribute to business development efforts. Uses understanding of BNY Mellon products and services to best propose expanded offerings to clients for front office consideration.
* Leads and participates in internal activities and initiatives designed to improve the client experience. Helps develop process improvements.
* No direct reports; provides guidance to less experienced team members.
* Supports multiple client accounts.

Qualifications

* High school/secondary school or the equivalent combination of education and experience is required. Bachelor's degree preferred.
* More than two (2+) years total work experience preferred.
* Experience in call center client services within the securities or financial services industry preferred.

Call Center Quality - S3Independently analyzes the quality of service provided to clients by call center agents by listening to and scoring a selection of recordings. Accurately uses call quality monitoring vendor scoring standards and Bank standards when scoring complex calls and delivers scores on time for agents to review. Listens to a selection of complex call center agent interactions with clients and accurately scores calls using the appropriate vendor scoring system.Develops training reports to determine where agents are excelling and where there are areas for improvement. Participates in monthly coaching and feedback sessions for agents and provides guidance on how to improve and eliminate demonstrated errors. Develops and delivers reports to Client Services on agent achievement of internal minimum expectations. Reviews reports from more junior team members. Escalates identified errors to more senior level team members. Runs trend reports to identify commonly missed areas. Reports on findings and ensures errors are communicated to and addressed by the call center team. May do desk-drops of information to help correct commonly occurring errors. No direct reports. May assist more junior team members as needed. Responsible for the quality and completion of own work.High school/secondary school or the equivalent combination of education and experience is required. Bachelors degree preferred.2-3 years of total work experience preferred. Experience in call center client services within the securities or financial services industry preferred.. 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.

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.

Keywords: The Bank of New York Mellon, Worcester , Inter.Rep, Call Center Quality, Other , Westborough, Massachusetts

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