About Northern Trust
Established in 1889, Northern Trust is a leading global financial institution with over 130 years of experience. As a Fortune 500 company, we have earned recognition for our innovative financial services and commitment to excellence.
Role and Department
This role reports directly to a Team Leader and involves handling investor queries in accordance with our quality and service level standards across calls and emails for all clients.
* Ensure queries are answered in line with department procedures.
* Be a subject matter expert and assist the team with handling complex queries, including escalated cases.
* Monitor client-specific mailboxes and eGain to ensure all queries are completed within the agreed service level.
* Act as a buddy/mentor to new team members and provide assistance and coaching where necessary.
* Suggest improvements to quality through procedural reviews and enhancements.
Responsibilities
The key responsibilities of this role include:
1. Answering investor queries in line with department procedures.
2. Assisting the team with handling complex queries and escalated cases.
3. Monitoring client-specific mailboxes and eGain.
4. Providing support and assistance to new team members.
5. Making recommendations on procedure changes.
Skills and Qualifications
The successful candidate will possess:
* Working knowledge of Client & Investor Servicing.
* Knowledge of Fund administration and the regulatory environment.
* Able to work to set deadlines.
* Microsoft Office Skills (Excel, Word).
Working at Northern Trust
As a partner at Northern Trust, you'll be part of a collaborative and flexible work culture. We encourage movement within the organization and value accessibility and community involvement.