BNY
Specialist, Client Processing Representative II
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Job Title: Senior Associate, Complaints
Role Summary We’re seeking a Senior Associate, Complaints to join our UK Transfer Agency team in Manchester. An exciting opportunity to help shape our high-quality operational support and resolve client complaints.
Key Responsibilities
You’ll make an impact by:
- Investigating and resolving complaints on behalf of our clients, favouring early resolution where appropriate
- Draftering the final response and coordinating compensation arrangements as necessary
- Ensuring regulatory compliance with UK regulatory requirements (CASS, COLL, COBS, DISP, GDPR, Consumer Duty) for our clients
- Escalating high-priority or high-risk complaints to managers and analysing data to improve processes
About BNY Mellon
At BNY, our culture empowers tapping into 50,000+ perspectives worldwide to deliver bespoke client solutions across financial services—driving growth and positive societal impact. Recognised as a leader in:
- Innovation: Named America’s Most Innovative Companies (Fortune, 2024) and World’s Most Admired Companies (Fortune, 2024)
- Inclusion: Human Rights Campaign Foundation (100%) & Diversity & Inclusion Scores (100%), 2023-‘24
- Sustainability: Dow Jones Sustainability Indices (Top Sustainability Performer, 2024)
- Ethics: “Most Just Companies” (Just Capital + CNBC, 2024)
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Skills & Qualifications
- Experience & Education: Any mix of degrees/education to fulfil responsibilities. Preference for 3–5 years of operational or financial services oversight experience (less experienced candidates welcome).
- Preferences: Background in financial operations, regulatory awareness, familiarity with AI/digital tools to boost experience.
- Critical Thinking & Communication: Ability to regulate negotiated responses for complex client disputes.
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Who We Are Looking For This role requires excellent analytical and advocacy skills with clients, regulatory obligations, and operational scepticism. Collaboration with a team in a high-tech financial hub.
Work Life with BNY Mellon
- Culture: Dynamic blend of innovation and inclusion shaped by diverse talent.
- Tools: Cutting-edge AI, technology, and collaboration platforms powering revolutionary client-focused, regulatory first solutions.
- Community: Join a company reshaping industries for businesses and people worldwide.
Important Information: BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. We celebrate diversity and actively seek candidates across underrepresented groups (racial, ethnic, gender, disabilities, veterans).
Visit [BNY Newsroom](BNY Newsroom) or [LinkedIn](BNY LinkedIn) for case studies and news showcasing how talent drives industry leadership.
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