Senior Analyst,Transfer Agency (Investor Services Centre)
Core
Senior Analyst in a Transfer Agency Investor Service Centre handling customer queries via telephony and email, managing escalations, and mentoring new team members.
Role type
Senior IC customer service analyst (transfer agency)
Builds
Investor servicing functions (dealing, registration, settlements, distributions, commissions, statements)
Domain
Financial services / Wealth management / Asset servicing (via careerplan.io/jobs/R160970-1-senior-analysttransfer-agency-investor-services-centre-at-ntrs)
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
Transfer Agency product knowledge, fund administration knowledge, financial services regulatory environment knowledge, 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 with recommendations for procedure changes; Complete internal reporting on team KPIs
Seniority
Senior, hands-on IC with mentoring responsibilities