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Resolving Customer Concerns Specialist

3 weeks ago

Limerick, Limerick, Ireland beBeeComplaint Full time €40,000 - €50,000

Job Title: Technical Coordinator, Complaints and Investor Resolution

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Northern Trust is a globally recognized financial institution with a history dating back to 1889.

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We provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by upholding our principles of service, expertise, and integrity.

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The Technical Coordinator, Complaints and Investor Resolution plays a crucial role in handling complaints from customers, ensuring escalated issues are resolved promptly and efficiently.

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This is an excellent opportunity for an experienced professional to join a dynamic team dedicated to providing exceptional customer service to our clients.

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The key responsibilities of the role include:

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  • Investigating all complaints promptly and within strict timeframes, maintaining professionalism and integrity at all times.
  • Ensuring all complaints are handled in accordance with regulatory requirements.
  • Maintaining oversight and updating the complaint-handling process regularly.
  • Providing support with investor customer care cases and complex issues impacting the investor experience.
  • Providing valuable reporting data to business leaders and senior management to facilitate trend analysis activities.
  • Proposing preventive measures to Operational Teams based on analysis results and highlighting procedural opportunities.
  • Liaising with Business Units to investigate, determine root causes, drive complaint resolution, and provide detailed final responses to all complainants.
  • Maintaining accurate records of all complaints, easily accessible if required.
  • Informing complainants of the progress of their complaint at regular intervals, focusing on resolving complaints during the initial early resolution stage.
  • Providing training and support to the Business on any areas identified impacting complaint resolution.
  • Demonstrating flexibility by supporting the wider team's quality monitoring activities when required.
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Key Skills Required:

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The following skills and qualifications are essential for this role:

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  • Understanding of the Transfer Agency operational area.
  • Knowledge of regulatory complaint-handling requirements, with prior exposure to handling and recording Consumer complaint cases beneficial.
  • Strong analytical skills to research and resolve enquiries, complete trend analysis, and prepare Management Information (MI).
  • Ability to work independently.
  • Strong knowledge of Microsoft products.
  • Excellent communication skills – listening, oral, written communication, and interpersonal skills.
  • Interpersonal skills - building relationships, respectful, problem-solving, and understanding.
  • Thinking skills - decision-making, idea generation, inclusion, and problem-solving.
  • Leadership skills - direction, idea generation, knowledge sharing, and team recognition.
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Benefits:

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As a Northern Trust partner, you will be part of a flexible and collaborative work culture in an organization where financial strength and stability emboldens us to explore new ideas.

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Our company encourages movement within the organization, senior leaders are accessible, and you can take pride in working for a company committed to assisting communities we serve.

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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 sustainable companies.