**Senior Investor Services Transfer Agency Analyst**
We are seeking a highly skilled and experienced professional to join our team as a Senior Investor Services Transfer Agency Analyst. This is a 12-month contract role with the possibility of extension or permanency.
Key Responsibilities:
* Handle investor queries via phone calls, ensuring prompt and professional responses.
* Support the Team Leader in monitoring client query resolution through calls and mailboxes to meet service level agreements.
* Manage escalations, complaints, and quality assurance tasks to maintain high client satisfaction standards.
* Mentor and coach team members to enhance their skills and performance.
* Participate in daily telephone dealing processes and ensure accurate documentation is recorded.
* Provide final checks and sign-offs on phone deals to ensure trade data is correct and checklists are finalized.
* Monitor and report on client interactions, providing actionable recommendations to improve procedures.
* Ensure all tasks are completed within set deadlines and maintain consistent quality standards.
* Assist the Team Lead with team reporting, including key statistics and performance updates.
Requirements:
* Experience in call-based customer service roles.
* Experience in financial services, with knowledge of Transfer Agency processes and Investor Services or equivalent experience preferred.
* Excellent communication and interpersonal skills, with a focus on handling escalations and complaints.
* Exceptional attention to detail and strong organizational and prioritization skills.
* Proficiency in Microsoft Office, particularly Excel and Word.