Analyst, Transfer Agency

Northern Trust Corp; Limerick; Hybrid; EUR 35,000 - 55,000; Full time

Job summary

Northern Trust Corporation is seeking an Analyst for the Investor Services Centre, Transfer Agency in Limerick. You will handle customer queries by phone and email, monitor service levels, and support new team members while contributing to quality outcomes.

You will work in a collaborative environment focused on accuracy, attention to detail and timely, professional communication with external clients and investors.

Qualifications

• Interpersonal skills and customer focus are essential for handling client interactions.
• Strong communication skills in verbal and written forms are required.
• Ability to solve problems and think analytically while meeting deadlines.

Responsibilities

• Respond to customer queries via phone or email.
• Monitor call levels to ensure service levels are met.
• Monitor emails to ensure timely responses within SLA.
• Mentor new team members and provide guidance.
• Support and coach new staff with queries and training.
• Attend team huddles and client meetings as needed.
• Make follow-up calls to confirm instruction details.
• Ensure tasks are completed accurately and on time.

Skills

Interpersonal skills

Customer focus

Communication skills

Problem solving

Initiative

Analytical mind

Leadership

Excel

Attention to detail

Tools

Excel

Word

Job description

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Analyst, Investor Services Centre, Transfer Agency Limerick

Transfer Agency (TA) provide administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, settlements, distributions, commissions and statements. The Investor Service Centre (ISC) is the contact centre for the TA department. Reporting to the Team Leader, as an Analyst you will be responsible for maintaining the day to day relationship with our Customers over telephony and email communication channels. You will work with the wider Team on Customer interactions and also work with the Quality Audit Team to maintain the desired quality service levels.

Principal Responsibilities

• Responding to Customer queries via telephone or email;
• Monitor telephone call levels to ensure that all Service Level Agreements are met;
• Monitoring email inboxes to ensure all queries are completed within the agreed service levels;
• Act as a mentor to new team members;
• Provide assistance and coaching to new members of the team and act as a point of reference for their queries;
• Attend and participate in team huddles and team meetings;
• Participate in client visit meetings as required;
• Perform call backs to our Customers to verify the particulars of their instructions to us;
• Ensure your own tasks and responsibilities are completed within the correct time scales and to the right level of quality & accuracy;
• Fulfil additional and relevant tasks appropriate to the role and business requirements as outlined by your Team Leader.

Relationships

Direct Reports: No direct reports.

Internal key stakeholders

• Team Leader
• Quality Audit Team
• Team Manager
• Head of Investor Services
• Client Relationship Managers & Client Service Managers

External key stakeholders

• External Clients
• External Investors

Crucial Skills / Experience

• Interpersonal (relationship building, respect, inclusion, problem solving and understanding)
• Strong Customer focus
• Communication (listening skills, oral communication skills, information sharing and written communication skills)
• Motivation (closure and result seeking)
• Ability to work on own initiative and to set deadlines
• Thinking (decision making, idea generation, analytical mind set and a problem solver)
• Leadership (direction, idea generation, knowledge sharing and team recognition)
• Computer literate (e.g. ability to use Excel, Word and other Office applications competently)
• Attention to detail and strong eye for accuracy

Desired Skills / Experience

• Experience working in a contact centre or a Customer facing role
• Demonstrate a good understanding of Transfer Agency product within an Investor Services centre environment
• Knowledge of the NT organisation, fund administration more generally and the financial services regulatory environment

Work Authorization

Applicants must have the right to work in Ireland at the time of application and for the duration of employment. Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks.

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust's history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [e-mail], or alternatively you can discuss your individual requirements with the recruiter you are working with.

Looking for greater? You found it.

A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility and unique opportunities are just a few of the reasons we’ve been named one of the world’s most admired companies.

Terms and Conditions

Candidate Privacy Notice California. Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure - North America. Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities.

APAC/INDIA EEO STATEMENT

It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

Canada EEO STATEMENT

Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.

EMEA EEO STATEMENT

It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

USA EEO STATEMENT

It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status.