Investor Services, Transfer Agency/Contact centre Limerick 6 months initially One of our large financial services clients is looking for an Investor Services, Transfer Agency Analyst Role Transfer Agency (TA) provide administration services to fund management companies covering the full range of Investor servicing functions such as dealing, registration, settlements, distributions, commissions and statements.
The Investor Service Centre (ISC) is the contact centre for the TA department.
Reporting to the Team Leader, as an Analyst you will be responsible for maintaining the day to day relationship with our Customers over telephony and email communication channels.
You will work with the wider Team on Customer interactions and also work with the Quality Audit Team to maintain the desired quality service levels.
Principal Responsibilities Responding to Customer queries via telephone or email; Monitor telephone call levels to ensure that all Service Level Agreements are met; Monitoring email inboxes to ensure all queries are completed within the agreed service levels; Act as a mentor to new team members; Provide assistance and coaching to new members of the team and act as a point of reference for their queries; Attend and participate in team huddles and team meetings; Participate in client visit meetings as required; Perform call backs to our Customers to verify the particulars of their instructions to us; Ensure your own tasks and responsibilities are completed within the correct time scales and to the right level of quality & accuracy; Fulfil additional and relevant tasks appropriate to the role and business requirements as outlined by your Team Leader.
Experience Interpersonal (relationship building, respect, inclusion, problem solving and understanding); Strong Customer focus; Communication (listening skills, oral communication skills, information sharing and written communication skills); Motivation (closure and result seeking); Ability to work on own initiative and to set deadlines; Thinking (decision making, idea generation, analytical mind set and a problem solver); Leadership (direction, idea generation, knowledge sharing and team recognition); Computer literate (e.g.
ability to use Excel, Word and other Office applications competently); Attention to detail and strong eye for accuracy.
Desired Skills / Experience Experience working in a contact centre or a Customer facing role; Demonstrate a good understanding of Transfer Agency product within an Investor Services centre environment; Extensive knowledge of the NT organisation, the fund administration product more generally and the financial services regulatory environment Skills: Customer service Investor Services Transfer Agency Contact centre