Consultant, Investor Services Centre, Transfer Agency

NORTHERN TRUST; Besançon; Sur place; EUR 35 000 - 65 000; Plein temps

Résumé du poste

Join a forward-thinking financial institution as a Consultant in the Investor Services Centre. In this dynamic role, you will engage with investors, addressing their queries and ensuring high service standards. You'll work closely with a collaborative team to enhance the performance of the Investor Services department while utilizing cutting-edge technology. This position offers a unique opportunity to contribute to a globally recognized firm that values innovation and community engagement. If you're passionate about delivering exceptional service and eager to grow within a supportive environment, this is the perfect opportunity for you.

Qualifications

• Fluency in English, French, and German; Spanish and Italian are a plus.
• Strong customer service ethic and attention to detail required.

Responsabilités

• Respond to complex investor queries via phone or email.
• Support the Team Leader in monitoring client mailboxes and service levels.

Connaissances

Fluency in English

Fluency in French

Fluency in German

Customer service ethic

Attention to detail

Analytical skills

Communication skills

Interpersonal skills

Ability to work to deadlines

Motivated for improvement

Outils

Dynamics

CISCO phone technology

Excel

PowerPoint

Word

Description du poste

Consultant, Investor Services Centre, Transfer Agency

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Role/Department

Reporting to the Investor Services Centre Team Leader, you will be responsible for the day to day activities along with the team leader in supporting the ISC team on BAU to enhance the overall performance of the Investor Services department.

The Investor Services department is a key component of the Transfer Agency offering, handling queries from fund management companies and their investors (via phone and email) ensuring complete, accurate and timely responses in all cases.

The department provides third party fund services to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, AML, cash settlements, distributions, commissions and statements.

The key responsibilities of the role include

1. Respond to complex investor queries via phone or email, handling sensitive investor queries and escalations from ISC partners.
2. Ensure that complex or escalated queries are resolved as quickly as possible by engaging stakeholders across TA as required.
3. Support the Team Leader in monitoring client specific mailboxes via Dynamics to ensure all queries are completed within the agreed service levels.
4. Utilise phone technology CISCO and phone log to monitor query levels to ensure that all service levels are met.
5. Support ISC team on language skills for e-mails and phone calls and ensure cover during high volumes, lunch time, holidays and absence.
6. Translate e-mails and simple documents to Support Shares Services Centre.
7. Ensure that relevant controls are adhered to within the department on daily basis.
8. Look to improve quality through generating ideas, process reviews and enhancements, and updating ISC procedures appropriately.
9. Prepare and distribute TA departments and client MI and KPIs.
10. Own investor relationship for Platforms (Euroclear/Fundsettle).
11. Participate in ISC related projects.
12. Fulfil additional, relevant tasks appropriate to the role and business requirements e.g. user acceptance testing for new systems and functionalities.
13. Provide guidance and demos to investors on adoption for the new and enhanced technologies.
14. Work with Team Leader when required in preparing for client visits / due diligence and Prospects.
15. Act as a buddy or mentor to new team members. Provide assistance, training and coaching to new members of the team. Act as a point of reference for their queries.
16. Escalate issues to Team Leader / Head of CSM & ISC / TA Management.
17. Coordinate error incidents, data breaches and complaints to ensure appropriate communication with investors in a timely manner.
18. Support Team Leader with delegated tasks and during Team Leader’s absence.

Direct Reports

1. No direct reports but act as support for ISC partners

Internal key stakeholders

1. Head of Client & Investor Servicing
2. Client Service Managers
3. Client Service Delivery Managers
4. Relationship Managers
5. TA Operations Team Leaders and Department Managers

External key stakeholders

1. External Clients
2. External Investors

Skills / Experience

1. Fluency in English and working languages German and French, added advantage for other languages Spanish and Italian.
2. Demonstrate a good understanding of Transfer Agency process and thorough technical knowledge of at least one TA operational area.
3. Strong knowledge of call and email workflow tools and reporting.
4. Demonstrate a very strong customer service ethic in an environment where the service standard expectation of customers is high.
5. Attention to detail and strong accuracy.
6. Ability to work to set deadlines.
7. Ability to work on own initiative.
8. Knowledge of Fund administration, financial services and related regulatory environment desirable.
9. Ability to use Excel, PowerPoint and Word competently.
10. Analytical skills are required to research and resolve enquiries and prepare MI and KPIs for Management and Clients.
11. Excellent written and oral communication skills.
12. Interpersonal (relationship building, respectful, problem solving and understanding).
13. Communication (listening skills, oral communication skills, information sharing and written communication skills).
14. Motivated to constantly look for improvement opportunities (closure and result seeking)
15. Thinking (decision making, idea generation, inclusion and problem solving).
16. Leadership (direction, idea generation, knowledge sharing and team recognition).

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater