Senior Analyst, Investor Services & Customer Experience

086 NT Mgmt Services Ireland Ltd; Limerick; On-site; EUR 45,000 - 65,000; Full time

Job summary

Northern Trust is seeking a Senior Analyst in Transfer Agency to maintain day-to-day client relationships via phone and email. You will work with the ISC and QA teams to uphold service levels, mentor new starters, and support quality improvements in procedures and customer experience.

The role requires experience in a contact centre, strong communication, and knowledge of Transfer Agency within investor services, with attention to accuracy and deadlines.

Qualifications

• Experience working in a contact centre or a customer facing role.
• Strong written and oral communication.
• A good understanding of Transfer Agency product within an Investor Services centre environment.
• Knowledge of the NT organization, the fund administration product and the financial services regulatory environment.
• Strong analytical skills.
• Ability to work to set deadlines.
• Strong Microsoft Office Skills (Excel, Word).
• Attention to detail and strong accuracy.

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.
• Support the improvement of quality through procedural reviews and enhancements.
• Ensure that the daily telephone dealing is completed in accordance with current procedures.
• Perform call backs to our customers to verify the particulars of their instructions to us.
• Monitor and report on various client queries and make recommendations where applicable to your Team Leader on procedure changes to enhance the Customer experience.
• Complete and distribute internal reporting on team KPIs as requested.
• 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.

Skills

Customer service

Communication

Transfer Agency knowledge

Microsoft Office

Attention to detail

Deadline-driven

Tools

Excel

Word

Job description

Northern Trust is seeking a Senior Analyst in Transfer Agency to maintain day-to-day client relationships via phone and email. You will work with the ISC and QA teams to uphold service levels, mentor new starters, and support quality improvements in procedures and customer experience.

The role requires experience in a contact centre, strong communication, and knowledge of Transfer Agency within investor services, with attention to accuracy and deadlines.