Senior Analyst,Transfer Agency (Investor Services Centre)
Core
Senior Analyst in the Investor Service Centre (ISC) handling customer queries via telephony and email, managing escalations, and mentoring new team members within a Transfer Agency environment.
Role type
Senior IC customer service analyst (transfer agency)
Builds
Investor servicing functions (dealing, registration, settlements, distributions, commissions, statements) for fund management companies
Domain
Financial services / Wealth management / Asset servicing
Deliverable
client delivery
Required skills
telephony and email communication, customer query resolution, service level agreement monitoring, mentoring/coaching, procedural review, call verification, internal reporting, deadline management, Microsoft Office (Excel, Word), attention to detail
Preferred skills
experience in a contact centre or customer-facing role, understanding of Transfer Agency products, knowledge of financial services regulatory environment, strong analytical skills
Responsibilities
Respond to customer queries via telephone or email; Monitor telephone call levels and email inboxes to meet Service Level Agreements; Act as a mentor to new team members; Provide assistance and coaching to new members; Support quality improvement through procedural reviews; Ensure daily telephone dealing follows current procedures; Perform call backs to verify customer instructions; Monitor and report on client queries; Complete internal reporting on team KPIs
Seniority
Senior, hands-on IC with mentoring responsibilities