Posted: 8h ago
The role
ResponsibilitiesDeliver a high‑quality service experience by responding to investor queries clearly, professionally and confidently across phone and email.Handle queries accurately and in line with departmental procedures, controls and service level expectations.Take ownership of more complex or escalated cases, using strong judgment and communication skills to drive resolution.Complete your own tasks within agreed timelines, including quality control activities and outbound bank verification calls where required.Contribute positively to team huddles, team meetings and day‑to‑day collaboration across the group.Represent the team professionally in client meetings or visits when required.Support the Team Leader in monitoring client‑specific mailboxes and ensuring queries are completed within agreed service levels.Act as a buddy or mentor to new team members, helping them build confidence, capability and knowledge.Use your experience to identify opportunities to improve quality, simplify processes and strengthen how the team works.Monitor trends in client queries and provide meaningful feedback or recommendations to support continuous improvement.Prepare and distribute team statistics or reports as required.Be a reliable point of support for colleagues, sharing knowledge and helping maintain a strong team culture.Take on additional responsibilities that are appropriate to the role and support changing business needs.Qualifications4+ years of experience in customer service, investor servicing, client operations or a similar client‑facing environment.Strong written and verbal communication skills, with the ability to handle queries clearly, professionally and confidently.A proven ability to work in a high‑volume, deadline‑driven environment while maintaining quality and attention to detail.Experience dealing with complex queries, problem solving and taking ownership through to resolution.Working knowledge of client and investor servicing, with fund administration or financial services experience considered a strong advantage.A collaborative mindset and the confidence to support, guide and mentor others within the team.Good working knowledge of Microsoft Office, including Excel and Word.A motivated, proactive approach and a genuine commitment to delivering excellent service.Equal Employment Opportunity StatementIt is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, colour, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status, or any other legally protected status. EEO Know Your Rights (U.S.)
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