Investor Services Specialist, Senior Associate

State Street Australia Overview State Street Corporation (NYSE: STT) is the world's leading provider of financial services to institutional investors including investment servicing, investment management and investment research and trading. With $33.1 trillion in assets under custody and administration and $2.8 trillion in assets under management as of December 31, 2017, State Street operates globally in more than 100 geographic markets and employs 31,070 worldwide. With more than 31,070 employees across 29 countries, at State Street, our people are our greatest asset. We recognize that highly skilled, engaged and productive employees are essential to our success. Our company values reflect our commitment to employee engagement, Global Inclusion and corporate social responsibility — to help you build a fulfilling career. Around the world, we aim to be an employer of choice by offering competitive compensation and benefits, personal and professional development opportunities, and a work environment that promotes a diverse array of people, ideas and skills. State Street is an equal opportunity employer and we encourage applications from men and women from all ages, including those with a disability and those who identify as LGBTI. Overview The Investor Services Specialist (Senior Associate) is responsible for supporting the day-to-day delivery of Investor Services activities, acting as a key point of contact for investor and client enquiries via phone and email. The role requires strong communication skills, the ability to engage with team members and contribute to a collaborative working environment, and influence outcomes through effective communication and subject matter expertise. The Senior Associate is expected to support continuous improvement initiatives and adapt to changes in processes, systems, and client requirements. Key Accountabilities Act as a primary point of contact for investor and client enquiries, ensuring all inbound and outbound interactions via phone and email are handled promptly, professionally, and in line with defined service standards Deliver timely responses to all enquiries, meeting or exceeding agreed service level agreements (SLAs) for call handling, response times, and resolution turnaround Ensure all communications are accurate, clear, and consistent, with a strong focus on first point of contact resolution and minimising repeat enquiries Adhere strictly to approved call scripts, communication templates, and service guidelines to ensure consistency of messaging, regulatory compliance, and a controlled client experience Maintain a high standard of quality across all interactions, ensuring responses are complete, compliant, and aligned to client expectations and internal procedures Accurately document all enquiries and actions taken within the relevant systems, ensuring a clear audit trail is maintained for all investor interactions Monitor personal and team workload queues (calls and emails) and proactively prioritise tasks to manage volumes effectively and avoid backlogs Identify and escalate complex, sensitive, or high-risk enquiries in a timely manner, ensuring appropriate resolution and stakeholder visibility Support continuous improvement by identifying recurring query themes, process gaps, or inefficiencies, and providing feedback to enhance scripts, workflows, and service delivery Have a high level of understanding of the Client: their SLA, organisation, policies & key contacts. Identify, recommend & implement improvements to procedures, processes, controls and client servicing arrangements. Experience, Qualifications, Skills and Abilities Strong TA knowledge and background Previous experience in an investor services contact team is preferred Knowledge of fund accounting operational concepts. An aptitude for information technology including HiTrust Good liaison skills across all levels of the organisation. Knowledge of AML/KYC requirements as well FATCA/CRS regulatory requirements. A solid understanding of the finance industry and financial markets. Excellent communication skills both written and verbal. Ability to multi task, work under pressure and meet deadlines About State Street Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success. We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future. As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law. Discover more information on jobs at Read our CEO Statement