Senior Analyst,Transfer Agency (Investor Services Centre)

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. Role/ Department: Transfer Agency (TA) provide administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, settlements, distributions, commissions and statements. The Investor Service Centre (ISC) is the contact centre for the TA department. Reporting to the Team Leader, as a Senior Analyst you will be responsible for maintaining the day to day relationship with our Customers over telephony and email communication channels. You will work with the wider Team on Customer escalations and also work with the Quality Audit Team to maintain the desired quality service levels. The key responsibilities of the role include: 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/ Qualifications: The successful candidate will benefit from having: 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 more generally 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 Work Authorization Applicants must have the right to work in Ireland at the time of application and for the duration of employment. Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks. Working with Us As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities. Reasonable Accommodation Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at , or alternatively you can discuss your individual requirements with the recruiter you are working with.