Technical Coordinator, Transfer Agency (Investor Service Centre)

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With 130 years of financial experience and nearly 20,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

As a Northern Trust employee (Partner), you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve.

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you would benefit from adjustments for any part of the employment process, please inform the recruiter to discuss your individual requirements.

We strive to have a globally diverse workforce where engagement and inclusion drive business excellence. We believe in the power of collaborative partnerships and are proud to work with a number of organisations across EMEA who provide us with ongoing knowledge, education and insights to support our efforts. 

We monitor our progress by participating in market benchmarks which assess industry best practice and are delighted to have received a Silver Award from the Mind Workplace Wellbeing Index over two consecutive years, and a Gold Award from the UK Ministry of Defence Employer Recognition Scheme.

ROLE

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 and this team forms part of the investor service centre in Limerick, Ireland, working closely with our colleagues in the US (Chicago) and supporting investors in the US for administration and queries relating to their accounts and trades. The roles are Limerick based and will work to standard Irish time zone hours.

Reporting to the Team Leader, Investor Service Centre, you will be responsible for the researching, resolving, and responding to queries via phone and email for the investors, and supporting more junior team members within the USA team as well as ensuring the quality of output from the team is to the required standard. 

PRINCIPAL RESPONSIBILITIES

• Monitor intraday systems including workflow and the telephony system to ensure that investor queries via phone and email are responded to within agreed services levels.
• Ensure processing workflow is progressing as expected to ensure required service levels are achieved.
• Be a point of contact and escalation for ISC analysts and seniors.
• Ensure that investor queries are thoroughly researched and the responses are accurate, thorough, and timely. Always looking to anticipate and answer further queries.
• Engage contacts across wider US team and stakeholders to support resolution of queries that are at risk of not being answered within agreed timescales. Keeping ISC TL’s and Managers informed where items are at risk of going outside of service level.
• Proactively keep the investor up to date on queries that require additional time to resolve – ensuring that key stakeholders are aware of any such cases.
• Work to build a strong relationship with investor and clients you service, while building strong relationships with internal partners in the wider team based in the US.
• Analyse data from internal systems to identify opportunities for coaching, training, and service enhancements
• Carry out quality checks and provide coaching and support for team members as required.
• 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.
• Identify trends in investor queries and proactively propose improvement opportunities to team management on how we can better service investors and stakeholders.
• Ensure that the daily processing is completed and all relevant supporting documentation stored in the system where relevant.
• Act as back-up to team leader for the team during annual leave of absence.
• Prepare and distribute operational and Client MI (ensuring appropriate quality checks have been completed). 
• Provide assistance and coaching to new members of the team. Act as a point of reference for their queries.
• Ensure your own tasks and responsibilities are completed within deadlines, highlighting any challenges in achieving these to the team manager in a timely manner. 
• Fulfil additional, relevant, tasks appropriate to the role and business requirements.
• Be flexible in supporting client needs during peak activity or to resolve urgent queries.

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); 
• Attention to detail and strong accuracy;
• Strong analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI.
• Demonstrate experience of client/investor servicing capability;
• Ability to work on own initiative and to set deadlines;  
• Thinking (decision making, idea generation, analytical mind set and a problem solver); 
• Motivation (closure and result seeking);
• 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. 

• A College or University degree and/or some relevant related industry experience is preferred
• Experience working in a contact centre or a customer facing role, ideally in financial services 
• Basic funds industry knowledge is preferred
• Extensive knowledge of the NT organisation, the fund administration product more generally and the financial services regulatory environment. 

RELATIONSHIPS

DIRECT REPORTS

• N/A 

INTERNAL KEY STAKEHOLDERS

• Team Leader
• Quality Team
• USA Team Manager
• Head of ISC
• Client Relationship Managers & Client Service Managers
• US TA team

EXTERNAL KEY STAKEHOLDERS

• External Clients
• External Investors

Working with Us:

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 ethical companies. In return, we will support you with your personal and career goals in a number of ways:

Financial – Life Assurance, Disability Plan, Pension/ Gratuity, Annual Pay Review

Work Life Balance – Flexible Work Options, Incremental Annual Leave, Community Volunteer Days

Health & Wellbeing – Private Medical Insurance, Active Sports & Social clubs (lunchtime and after-work groups), Employee Assistance Program

Professional Development – Clear Career Path, Education Assistance, Recognition Programme, NT University (wide range of online, virtual & in-house training options) and employee-led Business Resource Councils dedicated to diversity and inclusion initiatives.

And Finally 

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.

For further information, and to apply, please visit our website via the “Apply” button below.