Specialist II, Complaints – Complaints Resolution

Job Description

Specialist, Investor Services Operations II | BNY

The Tone:
This is a full-time role at BNY, located in Manchester, UK. BNY is a financial services company with a Transfer Agency team dedicated to client support. This role is crucial for maintaining client trust and regulatory compliance by ensuring all complaints are thoroughly investigated, resolved, and managed according to established guidelines and regulations.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Manchester, UK

• Team: UK Transfer Agency team, Complaints Specialist II
• Mission: Own the investigation and resolution of client complaints, ensuring regulatory adherence and driving continuous improvement.
• Tech Stack: AI/Digital Tools

What You’ll Actually Do
• Investigate: Investigate and resolve complaints received for clients, attempting early resolution where appropriate.
• Manage: Own the resolution of the complaint, including drafting the final response and arranging compensation where appropriate.
• Comply: Ensure all work is processed in line with clients’ regulatory requirements, including CASS, COLL, COBS, DISP, GDPR, and Consumer Duty as applicable.
• Escalate: Escalate any high priority or high risk complaints to the manager.
• Improve: Analyze data to monitor performance and drive continuous improvement in complaint handling processes.

The Must-Haves
• Background: Demonstrated ability to perform the responsibilities of the role through a combination of education, training, and experience. A bachelor’s degree may be beneficial, but is not necessarily required.
• Experience: Experience in a financial services operational area and/or oversight handling is preferred.
• Skills: Understanding of regulatory requirements including CASS, COLL, COBS, DISP, GDPR, and Consumer Duty; complaint investigation and resolution; drafting written responses; data analysis.
• Bonus: Willingness to develop personal skills in AI/Digital Tools is preferred.