Complaints Analyst, Investor Services (Transfer Agency)

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 recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why Forbes ranked us the top employer for Diversity in 2018.

Role/ Department:

Reporting to the Complaints Team Leader within the Investor Service Centre, you will be responsible with working with the Team Leader and Manager on the day to day complaint handling tasks, quality checking and reporting of complaint positions to our clients. There will be a requirement to handle calls via telephone, email and letter as well as supporting on other administration, complaint tasks and Fund Service Centre queries.

The Complaints team is a key component of the Transfer Agency offering, handling queries from fund management companies and their investors (via phone, letter and email) ensuring complete, accurate and timely responses in all cases.

Principal Responsibilities

• Manage Complaints within both internal and regulatory time scales
• Provide necessary client and internal reporting on an ongoing basis
• Act as the first and end to end point of contact for client and investor complaints and ensure that each complaint is resolved satisfactorily providing a positive experience
• Answer Complaints in a timely, efficient and courteous manner
• Fulfil additional, relevant, tasks appropriate to the role and business requirements
• Maintain a close working relationship with other operational areas
• Be able to serve as a SME (subject matter expert)
• Identify Complaint trends and root cause on an ongoing basis to assist in driving positive improvements and reduction in upheld and non upheld complaints. Communicating any findings where relevant
• Build professional relationships with clients and investors through excellent customer service
• Meet or exceed personal and team SLA and quality targets
• Follow corporate policies, procedures and guidelines at all times
• Follow processes, checklists, procedures and client requirements at all times
• Maintain a close working relationship with both internal and external clients and partners
• Ensure your eye for detail/ accuracy levels remain high, understand the impact of the errors and breaches that are occurring
• Deliver green KPI (Key Performance Indicators) as a team. Delivering both internal and external KPIs to a very high standard across investor servicing
• Escalate and report where required, as well as being an escalation point
• Complete all mandatory training within the set deadlines
• Train and support partners where required across locations
• Understand and communicate new and existing regulatory, changes and client requirements
• Put forward and present yours and others solutions and idea’s
• Support and communicate the creation/updates of new processes, controls, checklists and procedures

Skills / Experience

• Previous Complaint experience in a financial services environment handing call and email/electronic cases is an advantage
• Strong knowledge of the FCA Dispute resolution Rules beneficial
• Knowledge of the Financial Ombudsman Service and the involvement organisations have with them in relation to complaints would be advantageous.
• Strong knowledge of call and email workflow tools and reporting.
• Demonstrate a very strong customer service ethic in an environment where the service standard expectation of customers is high.
• Attention to detail and strong accuracy.
• Ability to work on own initiative.
• Demonstrate interest in own and teams’ development and career progression.
• Knowledge of Fund administration, financial services and related regulatory environment desirable.
• Analytical skills are required to research and resolve complaints and prepare management information for Management and clients.
• Excellent written and oral communication skills.

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 (REMOVE FOR LUX POSTINGS), 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.