Client Servicing Expert
3 days ago
About Northern Trust:
Northern Trust is a leading global financial institution with a rich history spanning over 130 years. We are proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity.
We serve the world's most sophisticated clients using leading technology and exceptional service across all channels, providing third-party fund services to numerous fund management companies covering the full range of shareholder servicing functions including dealing, registration, settlements, distributions, commissions, and statements.
Job Overview:
Your primary responsibility will be to ensure that investor queries are handled in accordance with our quality and service level standards across calls and emails for all clients. As a senior analyst, you will collaborate closely with the Team Leader and Quality Function to support the team on a daily basis and develop their on-the-job skills to enhance the overall performance of the department.
Key Accountabilities:
- Manage investor queries via phone or email, responding in a timely and professional manner, adhering to department procedures.
- Collaborate with the team to achieve quality and service level standards, attending team huddles and meetings.
- Utilize strong analytical skills and attention to detail to handle complex queries, including escalated cases.
- Support the Team Leader in monitoring client-specific mailboxes & eGain, ensuring all queries are completed within the agreed service level.
- Act as a buddy/mentor to new team members, providing assistance and coaching to help them grow professionally.
- Make recommendations to the team leader on procedure changes to improve quality and efficiency.
- Monitor and report on various client queries, identifying areas for improvement and suggesting solutions.
- Complete and send out the team's statistics or reports as requested, maintaining accurate records and reporting.
- Act as a mentor to all members of the team, promoting a culture of teamwork and collaboration.
Requirements:
- Working knowledge of Client & Investor Servicing.
- Knowledge of Fund administration and the regulatory environment.
- Ability to work to set deadlines, prioritizing tasks effectively.
- Microsoft Office Skills, i.e., Excel, Word.
- Attention to detail and strong accuracy.
- Analytical skills to research and resolve enquiries.
- Good communication skills, both written and verbal.
Our Culture:
Northern Trust values diversity, inclusion, and collaboration, creating a workplace that fosters growth, creativity, and innovation. We strive to provide exceptional service to our clients while being mindful of the impact we have on our stakeholders and the communities we serve.
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