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Transfer Agency Senior Call Center Client Service Representative

Company: Northern Trust
Location: Tempe
Posted on: May 3, 2021

Job Description:

Representative, Sr. Client Servicing - Transfer Agency Under general supervision (but works independently most of the time), the Sr. Client Service Representative on the Call Center team acts as a primary resource for investors, internal partners and third party contacts; regarding mutual funds, partnerships and Transfer Agency processing. The representative provides accurate and timely transaction processing, verbal and written investor communication, exceptional client service, and serves as a subject matter expert to fellow client service representatives. The key responsibilities of the role include: Responds to account inquiries via in-bound phone calls and email, processes mutual fund orders, processes account maintenance requests, and provides general information on funds to investors and internal partnersResponsible for following established guidelines, identifying and resolving problems, ensuring that follow up is completed for research itemsMakes outbound calls to investors and internal partners to resolve account requests that are not in good orderStrong knowledge of the core aspects and business functions of a Transfer AgencyMaintains a strong knowledge of the various business applications critical to investor and account servicing, including on-line tools, and seeks to expand knowledge in order to maintain the highest standards of client servicingWorks well independently and effectively as a team memberExpected to use initiative, and focus on resolution of complex transactions where expertise is requiredTake escalated calls from investors and internal partners and diffuse the situationReview work flow queues throughout the day, and ensure that tasks are addressed promptly, and assist with outstanding issues, and make sure they are followed through to resolutionAssist with team and departmental trainingServes as a mentor to fellow client service representatives, offering guidance, encouragement and direction as neededStrives to identify service efficiency and delivery enhancements, as well as process improvements, and periodically participating in team and business unit initiatives related to process, technology and system enhancements when directed by managementMaintain updated knowledge of Northern Trust and Third Party fund products and services, regulatory, and compliance requirementsThe successful candidate will benefit from having: A College or University degree and/or some relevant work experience is preferredMinimum of two years of Call Center experience is highly preferred, but not requiredSeries 6 or 7 and 63 is preferred, but not requiredStrong securities industry knowledge is preferredAnalytical and problem solving skills are requiredExcellent organizational skills are required to manage conflicting priorities and multitask functions in a fast-paced team environmentOutstanding customer service, active listening, clear and effective communication skills, and a professional phone voiceProficiency with a computer and applicable applicationsStrong time management and decision making skillsAbility to perform and stay calm under pressureA positive and empathetic personDetail orientated and the ability to retain informationThrives in a fast paced work environment that can be ambiguous and requires flexibilityAbility to have fun, be engaged and inspire others in a team environmentAdditional Information

Keywords: Northern Trust, Tempe , Transfer Agency Senior Call Center Client Service Representative, Other , Tempe, Arizona

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