Job Description
**Senior Analyst Role Summary** Monitor and maintain relationships with customers through telephony and email communication, ensuring service level agreements are met and quality standards are maintained. About Northern Trust: Northern Trust is a globally recognized financial institution with over 130 years of experience, serving the world's most sophisticated clients using leading technology and exceptional service. We provide innovative financial services and guidance to individuals, families, and institutions, remaining true to our principles of service, expertise, and integrity. **Role and Department** Transfer Agency (TA) provides administration services to fund management companies, covering 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. **Key Responsibilities** * Monitor telephone call levels to ensure service level agreements are met * Monitor email inboxes to ensure all queries are completed within agreed service levels * Act as a mentor to new team members, providing assistance and coaching * Support the improvement of quality through procedural reviews and enhancements * Ensure daily telephone dealing is completed in accordance with current procedures * Be a point of contact and escalation for junior team members on queries at risk of not being answered within agreed timescales * Engage contacts across the department to support resolution of queries * Monitor and report on client queries, making recommendations for procedure changes to enhance the customer experience * Ensure queries are thoroughly researched and responses are accurate, thorough, and timely **Skills and Qualifications** * Experience working in a contact centre or customer-facing role * Good understanding of Transfer Agency product within an Investor Services centre environment * Extensive knowledge of the NT organization, fund administration product, and financial services regulatory environment **Working with Us** As a Northern Trust partner, you will be part of a flexible and collaborative work culture, where financial strength and stability enable us to explore new ideas. Movement within the organization is encouraged, and senior leaders are accessible. We are committed to assisting the communities we serve and strive to create a workplace with a greater purpose.