About Northern Trust:
Northern Trust is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.
With over 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
The Transfer Agency provides third party services to a specific group of clients covering the full range of shareholder servicing functions including dealing, registration, AML, settlements, distributions, and commissions.
The Complaints Technical Coordinator plays a key role in the handling of Transfer Agency complaints, ensuring escalated customer issues are resolved to the highest standard, in a timely manner.
This is an excellent opportunity for an experienced professional to join a dynamic team who are committed to providing an excellent service to our network of clients.
The key responsibilities of the role include:
* Ensuring all complaints are investigated promptly and within strict timeframes, treating all customers fairly to retain the professionalism and integrity of Northern Trust.
* Ensuring all complaints are handled in line with Regulatory requirements.
* Playing a key role in the oversight and maintenance of the complaint handling process.
* Providing valuable reporting data to business leaders and senior management, to assist with trend analysis activities.
* Proposing preventive measures to the Operational Teams based off analysis results and highlighting procedural opportunities.
* Liaising with the business units to investigate, determine root causes, drive complaint resolution, and provide detailed final responses to all complainants; all to be completed in-line with Regulatory requirements.
* Maintaining accurate records of all complaints, which can be accessed easily if required.
* Informing complainants of the progress of their complaint at regular intervals, with a high focus on resolving complaints during the initial early resolution stage.
* Providing training and support to the business on any areas identified impacting complaint resolution.
* Demonstrating flexibility by supporting with the wider team's quality monitoring activities if/when required.
Skill/Knowledge: Demonstrate an understanding of the Transfer Agency operational area. Understanding of regulatory complaint handling requirements, with prior exposure to the handling & recording of Consumer complaint cases, beneficial.
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact our HR Service Center.