Senior Analyst, Investor Services & Client Support

Northern Trust; Limerick; On-site; EUR 42,000 - 66,000; Full time

Job summary

Northern Trust in Ireland is seeking a Senior Analyst to join the Investor Service Centre (ISC) within the Transfer Agency team. You will maintain day-to-day relationships with clients via telephony and email, handling escalations and working with the Quality Audit Team to ensure service levels are met.

You will mentor new staff, contribute to process improvements and deliver internal reporting on team KPIs, while ensuring tasks are completed accurately and on time.

Qualifications

• Experience in a contact centre or customer-facing role.
• Strong written and oral communication skills.
• Good understanding of Transfer Agency products in Investor Services.
• Knowledge of NT organization and fund administration in financial services.
• Strong analytical abilities.
• Ability to meet deadlines and work under pressure.
• Proficient in Microsoft Excel and Word.
• High attention to detail and accuracy.

Responsibilities

• Respond to customer queries by telephone or email.
• Monitor call levels to meet Service Level Agreements.
• Monitor email inboxes and ensure timely query completion.
• Mentor new team members and provide guidance.
• Coach new staff and act as a query reference point.
• Support quality improvement through procedures reviews.
• Ensure daily call activity aligns with procedures.
• Perform call-backs to verify instructions with customers.
• Report on client queries and suggest procedural improvements.
• Complete and distribute internal KPI reports as required.
• Ensure tasks are completed accurately and on time.
• Take on additional tasks as directed by the Team Leader.

Skills

Experience in contact centre

Written and verbal communication

Transfer Agency knowledge

Industry and NT familiarity

Analytical skills

Deadline driven

MS Office proficiency

Attention to detail

Tools

Microsoft Office

Excel

Word

Job description

Northern Trust in Ireland is seeking a Senior Analyst to join the Investor Service Centre (ISC) within the Transfer Agency team. You will maintain day-to-day relationships with clients via telephony and email, handling escalations and working with the Quality Audit Team to ensure service levels are met.

You will mentor new staff, contribute to process improvements and deliver internal reporting on team KPIs, while ensuring tasks are completed accurately and on time.