Job Title: Tech Coordinator Contract Type: Fixed Term Contract Contract Length: 12 Months Location: Limerick About Us: Our client is a leading organisation in the financial services sector, providing comprehensive third-party services to clients.
We pride ourselves on delivering exceptional shareholder servicing functions, including dealing, registration, AML, settlements, distributions, and commissions.
Role Overview: Reporting to the Quality & Complaints Manager, the Tech Coordinator will play a crucial role in managing Transfer Agency complaints.
This position is ideal for an experienced professional who is committed to delivering top-tier service and ensuring that escalated customer issues are resolved efficiently and effectively.
Key Responsibilities: Investigate all complaints promptly, ensuring adherence to strict timelines while maintaining the integrity and professionalism of the organisation.
Handle complaints in compliance with regulatory requirements.
Oversee and maintain the complaint handling process to ensure consistency and quality.
Provide insightful reporting data to business leaders and senior management for trend analysis.
Propose preventive measures to Operational Teams based on analysis results, identifying opportunities for procedural improvements.
Collaborate with business units to investigate root causes, drive complaint resolution, and formulate detailed final responses for complainants in line with regulatory standards.
Maintain accurate, easily accessible records of all complaints.
Regularly update complainants on the progress of their issues, focusing on early resolution.
Offer training and support to the business on identified areas impacting complaint resolution.
Support the wider team's quality monitoring activities as needed.
Skills/Qualifications: The ideal candidate will possess: A solid understanding of the Transfer Agency operational area.
Familiarity with regulatory complaint handling requirements, with prior experience in consumer complaint management being advantageous.
Strong analytical skills necessary for researching and resolving inquiries, conducting trend analysis, and preparing management information.
Self-motivation and the ability to work independently.
Proficiency in Microsoft products.
Excellent communication skills, including active listening, oral and written communication, and information sharing.
Strong interpersonal skills, focusing on relationship-building, respect, problem-solving, and understanding.
A proactive approach to decision-making, idea generation, and inclusion in problem-solving.
Leadership qualities, including providing direction, knowledge sharing, and recognising team contributions.
Why Join Us?
This is an exciting opportunity to be part of a dynamic team dedicated to delivering outstanding service to our clients.
If you are passionate about complaint resolution and have the experience to match, we invite you to apply and help us maintain the highest standards of service in the industry.
Application Process: To apply, please submit your resume and a cover letter detailing your relevant experience.
We look forward to hearing from you
Our client is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pontoon is an employment consultancy.
We put expertise, energy, and enthusiasm into improving everyones chance of being part of the workplace.
We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more.
We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Skills: Administrative Support complaints Customer Service