Senior Investor Services Transfer Agency Analyst
We are seeking a Senior Investor Services Transfer Agency Analyst to join our team at a leading global financial services company based in Limerick.
This is a 12 month contract role with the possibility of extension and/or permanency, offering a hybrid working model of 3 days in the office and 2 days from home.
Key Responsibilities:
* Handle investor queries primarily through phone calls, ensuring swift and professional responses.
* Support the Team Leader in monitoring client query resolution through calls and client specific mailboxes to ensure that the team is meeting service level agreements.
* Manage escalations, complaints, and quality assurance tasks to uphold high client satisfaction standards.
* Mentor and coach team members, particularly those new to the team, to enhance their skills and performance.
* Participate in daily telephone dealing processes and ensure all necessary documentation is accurate and recorded.
* Provide final checks and sign-offs on phone deals to ensure trade data is correct and checklists are finalised.
* 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.
* Take part in escalated or complex client interactions, ensuring resolutions align with company standards.
* Assist the Team Lead with team reporting, including the preparation of key statistics and performance updates.
Requirements:
* Experience in call-based customer service roles.
* Experience in financial services, with a 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 prioritisation skills.
* Proficiency in Microsoft Office, particularly Excel and Word.