Contact Center Specialist
1 week ago
Northern Trust is seeking a skilled Contact Center Analyst to join our team in Ireland. As a Contact Center Analyst, you will be responsible for providing exceptional customer service to our clients, responding to their queries via telephone or email, and ensuring that all Service Level Agreements are met.
Key Responsibilities:
- Respond to customer queries via telephone or email
- Monitor telephone call levels to ensure that all Service Level Agreements are met
- Monitor email inboxes to ensure all queries are completed within the agreed service levels
- Attend and participate in team huddles and team meetings
- 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 and accuracy
- Ability to work on own initiative and to set deadlines
- Fulfil additional and relevant tasks appropriate to the role and business requirements as outlined by your Team Leader
To be successful in this role, you will need:
- Experience working in a contact centre or a customer-facing role
- Knowledge or understanding of Transfer Agency product within an Investor Services centre environment
- Knowledge of the NT organisation, the fund administration product more generally, and the financial services regulatory environment
Northern Trust is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. We 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.
As a Northern Trust partner, 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.
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.
A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility, and unique opportunities are just a few of the reasons we've been named one of the world's most admired companies.
Equal Employment Opportunity StatementsAPAC/INDIA EEO STATEMENT
It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice.
EMEA EEO STATEMENT
It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice.
USA EEO STATEMENT
It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, colour, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status.
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