Technical Coordinator, Complaints and Investor Resolution

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Role/Department:

The Transfer Agency provides third party services to a specific group of clients covering the full range of shareholder servicing functions including dealing, registration, AML, settlements, distributions, and commissions.

Reporting to the Complaints Manager, the Complaints and Investor Resolution Technical Coordinator plays a key role in the handling of Transfer Agency complaints, ensuring escalated customers issues are resolved to the highest standard, in a timely manner.

This is an excellent opportunity for an experienced professional to join a dynamic team who are committed to providing an excellent service to our network of clients.

The key responsibilities of the role include:

• Ensuring all complaints are investigated promptly and within strict timeframes, treating all customers fairly to retain the professionalism and integrity of Northern Trust.
• Ensuring all complaints are handled in line with Regulatory requirements.
• Playing a key role in the oversight and maintenance of the complaint handling process.
• Providing support with investor customer care cases and any other complex issues impacting the investor experience.
• Providing valuable reporting data to business leaders and senior management, to assist with trend analysis activities.
• Proposing preventive measures to the Operational Teams based off analysis results and highlighting procedural opportunities.
• Liaising with the business units to investigate, determine root causes, drive complaint resolution, and provide detailed final responses to all complainants; all to be completed in-line with Regulatory requirements.
• Maintaining accurate records of all complaints, which can be accessed easily if required.
• Informing complainants of the progress of their complaint at regular intervals, with a high focus on resolving complaints during the initial early resolution stage.
• Providing training and support to the business on any areas identified impacting complaint resolution.
• Demonstrating flexibility by supporting with the wider team’s quality monitoring activities if/when required.

Skills/ Qualifications:

The successful candidate will benefit from having

• Demonstrate an understanding of the Transfer Agency operational area.
• Understanding of regulatory complaint handling requirements, with prior exposure to the handling & recording of Consumer complaint cases, beneficial.
• Strong analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI.
• Ability to work on own initiative.
• Strong knowledge of Microsoft products.
• Excellent communication skills – (listening skills, oral communication skills, information sharing and written communication skills).
• Interpersonal (relationship building, respectful, problem solving and understanding).
• Thinking (decision making, idea generation, inclusion and problem solving).
• Leadership (direction, idea generation, knowledge sharing and team recognition).

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.

We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

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