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Technical Coordinator, Transfer Agency Complaints, Limerick
Client:
Northern Trust Corporation
Location:
Limerick, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
4ad73cb12cb3
Job Views:
116
Posted:
21.01.2025
Expiry Date:
07.03.2025
Job Description:
About Northern Trust:
Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.
Northern Trust is proud to 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. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
Role/Department:
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.
Reporting to the Quality & Complaints Manager, the Complaints Technical Coordinator plays a key role in the handling of Transfer Agency complaints, ensuring escalated customers' 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 committed to providing excellent service to our network of clients.
Key Responsibilities:
1. Ensuring all complaints are investigated promptly and within strict timeframes, treating all customers fairly to retain the professionalism and integrity of Northern Trust.
2. Ensuring all complaints are handled in line with Regulatory requirements.
3. Playing a key role in the oversight and maintenance of the complaint handling process.
4. Providing valuable reporting data to business leaders and senior management to assist with trend analysis activities.
5. Proposing preventive measures to the Operational Teams based on analysis results and highlighting procedural opportunities.
6. Liaising with 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.
7. Maintaining accurate records of all complaints, which can be accessed easily if required.
8. Informing complainants of the progress of their complaint at regular intervals, with a high focus on resolving complaints during the initial early resolution stage.
9. Providing training and support to the business on any areas identified impacting complaint resolution.
10. Demonstrating flexibility by supporting the wider team's quality monitoring activities if/when required.
Skills/Qualifications:
1. Demonstrate an understanding of the Transfer Agency operational area.
2. Understanding of regulatory complaint handling requirements, with prior exposure to the handling & recording of Consumer complaint cases, beneficial.
3. Strong analytical skills are required to research and resolve inquiries as well as complete trend analysis and prepare MI.
4. Ability to work on own initiative.
5. Strong knowledge of Microsoft products.
6. Excellent communication skills – (listening skills, oral communication skills, information sharing, and written communication skills).
7. Interpersonal (relationship building, respectful, problem solving, and understanding).
8. Thinking (decision making, idea generation, inclusion, and problem solving).
9. Leadership (direction, idea generation, knowledge sharing, and team recognition).
Working with Us:
As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.
Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.
We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater
Reasonable accommodation:
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 email our HR Service Center.
We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.
Apply today and talk to us about your flexible working requirements and together we can achieve greater.
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