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About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
Analyst, Investor Services Centre, Transfer Agency Limerick:
Role
Transfer Agency (TA) provide administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, settlements, distributions, commissions and statements.
The Investor Service Centre (ISC) is the contact centre for the TA department.
Reporting to the Team Leader, as an Analyst you will be responsible for maintaining the day to day relationship with our Customers over telephony and email communication channels. You will work with the wider Team on Customer interactions and also work with the Quality Audit Team to maintain the desired quality service levels.
Principal Responsibilities
Responding to Customer queries via telephone or email;
Monitor telephone call levels to ensure that all Service Level Agreements are met;
Monitoring 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;
Attend and participate in team huddles and team meetings;
Participate in client visit meetings as required;
Perform call backs to our Customers to verify the particulars of their instructions to us;
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.
Relationships: Direct Reports
No direct reports.
Internal key stakeholders
Team Leader
Quality Audit Team
Team Manager
Head of Investor Services
Client Relationship Managers & Client Service Managers
External key stakeholders
External Clients
External Investors
Crucial Skills / Experience
Interpersonal (relationship building, respect, inclusion, problem solving and understanding);
Strong Customer focus;
Communication (listening skills, oral communication skills, information sharing and written communication skills);
Motivation (closure and result seeking);
Ability to work on own initiative and to set deadlines;
Thinking (decision making, idea generation, analytical mind set and a problem solver);
Leadership (direction, idea generation, knowledge sharing and team recognition);
Computer literate (e.g. ability to use Excel, Word and other Office applications competently);
Attention to detail and strong eye for accuracy.
Desired Skills / Experience
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;
Knowledge of the NT organisation, fund administration more generally and the financial services regulatory environment.
Work Authorization
Applicants must have the right to work in Ireland at the time of application and for the duration of employment.
Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks.
Working with Us
As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.
Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.
Reasonable Accommodation
Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.