Job Description
Job Summary:
A senior analyst will handle investor queries across calls and emails for all clients, ensuring quality and service level standards are met. They will also develop the on-the-job skills of the team and enhance overall performance.
- Respond to investor queries via phone or email.
- Ensure queries are answered in line with department procedures.
- Be a subject matter expert and assist the team with handling complex queries, including escalated cases.
- Ensure own tasks and responsibilities are completed within the correct time scales, including QC and Bank Verification outbound calls.
- Attend and participate in team huddles and team meetings.
- Participate in client visit meetings as required.
- Support the TL in monitoring client specific mailboxes to ensure all queries are completed within the agreed service level.
- Act as a buddy/mentor to new team members.
- Provide assistance and coaching to new members of the team.
- Act as a point of reference for their queries.
- Support the improvement of quality through procedural reviews and enhancements.
- Monitors and reports on various client queries.
- Makes recommendations to team leader on procedure changes.
- Complete and send out the teams statistics or reports as requested.
- Act as a mentor to all members of the team, providing support and assistance where necessary.
- Fulfill additional, relevant tasks appropriate to the role and business requirements.
About Northern Trust:
We are a globally recognized, award-winning financial institution, established in 1889. We provide innovative financial services and guidance to the world's most successful individuals, families, and institutions. With over 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
Key Skills/Qualifications:
- Working knowledge of Client & Investor Servicing.
- Knowledge of Fund administration and the regulatory environment.
- Ability to work to set deadlines.
- Microsoft Office Skills (Excel, Word).
- Attention to detail and strong accuracy.
- Analytical skills to research and resolve enquiries.
- Good communication skills.
About the Role:
This role is 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. We value an inclusive workplace and understand flexibility means different things to different people. Talk to us about your flexible working requirements and together we can achieve greater.