Technical Co-Ordinator, Transfer Agency Investor Service Centre

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: 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 a Senior 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 escalations and also work with the Quality Audit Team to maintain the desired quality service levels. The key responsibilities of the role include: 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; 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; Maintain a thorough knowledge of the operational team procedures and processes through strong relationships and a structured approach e.g. via huddles, regular meetings and procedure reviews; Act as back-up to Team Leader for the team during annual leave / absence Skills/ Qualifications: The successful candidate will benefit from having: 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: 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 at . 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.