Analyst, Transfer Agency

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:

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.

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