Senior Analyst – Investor Services & Client Support

Northern Trust Corp; Limerick; On-site; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Reasonable accommodation

Job summary

Northern Trust is seeking a Senior Analyst for the Investor Service Centre in Ireland. You will manage customer queries by phone and email, monitor SLAs, and support quality improvements. You will mentor new joiners and collaborate with the team to maintain service levels and accuracy.

You'll contribute to daily operations, handle client inquiries, and provide KPI reporting while upholding regulatory standards and Northern Trust's service commitments.

Qualifications

• Experience in a contact centre or customer-facing role.
• Strong written and oral communication; knowledge of Transfer Agency products.
• Understanding of Northern Trust structure, fund administration and regulation.
• Strong analytical skills with ability to meet deadlines; good Excel/Word skills.

Responsibilities

• Respond to customer queries via telephone or email.
• Monitor call levels to ensure SLAs are met.
• Monitor email inboxes to ensure queries are resolved within service levels.
• Act as a mentor to new team members.
• Provide assistance and coaching to new colleagues.
• Support quality improvements via procedural reviews.
• Ensure daily telephone dealing is performed per procedures.
• Perform call backs to verify customer instructions.
• Monitor and report on client queries; advise Team Leader on improvements.
• Prepare and distribute internal KPI reporting.
• Complete tasks within timescales and maintain quality.
• Take on additional tasks as directed by Team Leader.

Skills

Contact centre experience

Communication

Transfer Agency knowledge

Regulatory awareness

MS Office proficiency

Job description

Northern Trust is seeking a Senior Analyst for the Investor Service Centre in Ireland. You will manage customer queries by phone and email, monitor SLAs, and support quality improvements. You will mentor new joiners and collaborate with the team to maintain service levels and accuracy.

You'll contribute to daily operations, handle client inquiries, and provide KPI reporting while upholding regulatory standards and Northern Trust's service commitments.