Senior Analyst, Transfer Agency & Investor Services

Northern Trust Corp

Limerick

Hybrid

EUR 52,000 - 70,000

Full time

8 days ago

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Job summary

Northern Trust is seeking a Senior Analyst for the Transfer Agency within the Investor Services Centre in Limerick. The role involves handling customer queries by telephone and email, monitoring service levels, and mentoring new team members.

You will support quality improvements, ensure procedures are followed, perform call backs, monitor client queries, and contribute to internal KPI reporting. The successful candidate will have contact centre or customer-facing experience, strong

Qualifications

Experience in a contact centre or customer-facing role.
Strong written and oral communication.
Understanding of Transfer Agency products.
Knowledge of NT organisation and the financial services regulatory environment.
Strong analytical skills.
Ability to work to set deadlines.
Proficient in Microsoft Office (Excel, Word).

Responsibilities

Respond to customer queries by telephone or email.
Monitor telephone call levels to meet Service Level Agreements (SLAs).
Monitor email inboxes to ensure queries are completed within service levels.
Mentor new team members and provide coaching.
Support quality improvements through procedural reviews and enhancements.
Ensure daily dealing is completed following procedures.
Perform call backs to verify customer instructions.
Monitor and report on client queries and suggest process changes.
Complete and distribute internal KPI reports.
Complete tasks within the correct time scales and to a high level of quality and accuracy.
Fulfil additional tasks as outlined by the Team Leader.