About Northern Trust
Northern Trust is a globally recognized, award-winning financial institution with over 130 years of experience and more than 22,000 partners. We provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity.
Role/ Department: Transfer Agency (TA)
The Transfer Agency department provides administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, settlements, distributions, commissions, and statements.
Job Responsibilities:
* Monitor telephone call levels to ensure that all Service Level Agreements are met;
* Monitor 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;
* Be a point of contact and escalation for more junior Team members on any queries that are at risk of not being answered within agreed timescales;
* Engage contacts across the department to support resolution of queries that are at risk of not being answered within agreed timescales;
* Monitor and report on various client queries and make recommendations where applicable to your Team Leader on procedure changes to enhance the Customer experience;
* Ensure that queries are thoroughly researched and the responses are accurate, thorough, and timely;
* Always looking to anticipate and answer further queries;
* Carry out quality checks and provide coaching and support to team members as required and in line with the quality function findings;
* 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;
Requirements:
* Experience working in a contact centre or a Customer facing role;
* Demonstrate a good understanding of Transfer Agency product within an Investor Services centre environment;
* Extensive knowledge of the NT organisation, the fund administration product more generally and the financial services regulatory environment;
Working with Us:
We are 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.