Job Description
Job Summary: Senior Analyst responsible for maintaining customer relationships, resolving queries, and improving service levels in a transfer agency environment.
Northern Trust is a globally recognized financial institution providing innovative financial services and guidance to 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.
The Senior Analyst will be responsible for:
- Responding to customer queries via telephone or email
- Maintaining day-to-day relationships with customers
- Working with the wider team on customer escalations and quality audit
- Acting as a mentor to new team members and providing coaching and assistance
- Supporting the improvement of quality through procedural reviews and enhancements
- Ensuring daily telephone dealing is completed in accordance with current procedures
- Monitoring and reporting on client queries and making recommendations for procedure changes
- Completing and distributing internal reporting on team KPIs
The successful candidate will have:
- Strong interpersonal and communication skills
- Ability to work on own initiative and set deadlines
- Computer literacy and attention to detail
- Experience working in a contact centre or customer-facing role
Northern Trust is committed to providing a flexible and collaborative work culture, where movement within the organization is encouraged and senior leaders are accessible.
We value an inclusive workplace and understand flexibility means different things to different people. We are a workplace with a greater purpose, committed to assisting the communities we serve.