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Client Servicing Manager

2 weeks ago


Limerick, Limerick, Ireland Northern Trust Full time

About This Role:

This role provides an exciting opportunity to join our team of experienced professionals and contribute to the success of our clients.

As a senior analyst, you will be responsible for ensuring that investor queries are handled in accordance with our quality and service level standards across calls and emails for all clients.

You will also be responsible for working with the team leader and the quality function to support the team on a daily basis and also to work on developing the on-the-job skills of the team to enhance the overall performance of the department.

Key Responsibilities:

  1. Ensure Queries Are Handled Accurately: Ensure investor queries are handled in accordance with our quality and service level standards across calls and emails for all clients.
  2. Provide Subject Matter Expertise: Be a subject matter expert and assist the team with handling complex queries, including escalated cases.
  3. Meet Deadlines: Ensure your own tasks and responsibilities are completed within the correct time scales, including QC and Bank Verification outbound calls.
  4. Collaborate with Team Members: Attend and participate in team huddles and team meetings. Participate in client visit meetings as required.
  5. Mentor New Team Members: 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.
  6. Improve Quality: Support the improvement of quality through procedural reviews and enhancements.
  7. Monitor Client Queries: Monitor and report on various client queries. Make recommendations to the team leader on procedure changes.