What you need to knowMatrix Recruitment are currently recruiting for a Senior Transfer Agency Quality and Complaints Coordinator for our client, a global financial services organisation based in Limerick.
This is a 14-month contract offering an excellent opportunity to join a high-performing team focused on customer outcomes and continuous improvement.
This role offers a hybrid working model.
Your new jobKey duties & responsibilities: Manage and resolve customer complaints within strict regulatory timelines, ensuring all cases are handled with professionalism and care
Maintain a customer-centric approach in all communications, keeping complainants informed and ensuring fair outcomes at all stages of the resolution process
Oversee the complaint handling process, identifying root causes, procedural weaknesses, and potential improvements
Collaborate with internal teams to investigate complex cases, produce high-quality responses, and support early-stage resolutions
Ensure full compliance with internal guidelines and regulatory requirements regarding complaints handling and documentation
Maintain detailed and accurate records of complaint cases to support audits and internal reviews
Prepare and analyse reporting data to identify complaint trends and provide insights to senior management
Recommend preventative measures to reduce recurring issues and enhance overall service quality
Deliver training or guidance to internal teams on complaint handling practices and quality expectations
Support broader team activities including participation in quality monitoring when required
What we are looking for:Experience in a complaints handling, customer care, or quality assurance role within financial services or a regulated industry
Knowledge of transfer agency or fund administration processes is a strong advantage
Solid understanding of regulatory requirements around complaint management and reporting
Strong analytical and problem-solving skills with the ability to perform root cause analysis and identify process gaps
Proficiency in Microsoft Office, particularly Excel and Word, for documentation and reporting
Excellent communication skills, both verbal and written, with the ability to manage sensitive customer issues professionally
High level of interpersonal skills and the ability to collaborate across teams
Self-motivated with the ability to work independently and take initiative
Strong attention to detail and commitment to high-quality outcomes
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All CVs are kept confidential and will not be submitted to any clients without your knowledge and permission.
Please note that due to the expected high volume of applications we can only reply to applicants suitable for the position. We Value Your Trust.
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