Technical Coordinator, Transfer Agency Complaints

About Northern Trust

Northern Trust is a long-established global financial services firm and a Fortune 500 organization, operating continuously since 1889. With more than 130 years in financial services and over 22,000 colleagues, the company supports sophisticated clients worldwide through technology-driven solutions, strong expertise, and a service-first approach.

Role overview

The Transfer Agency team delivers third-party services to a defined client group across the full shareholder servicing lifecycle, including dealing, registration, AML, settlements, distributions, and commissions. Reporting to the Complaints Manager, this role focuses on managing Transfer Agency complaints, along with other high-priority investor care matters such as feedback and customer care issues. Accuracy of investor records, timely resolution of escalated concerns, and consistently high service standards are central to the position.

This opportunity suits an experienced professional who wants to contribute to a collaborative team focused on exceptional client service.

Key responsibilities

• Review and progress complaints quickly, meeting strict deadlines and ensuring fair treatment for all customers.
• Handle complaints in accordance with applicable regulatory standards and internal procedures.
• Support the complaint management process through ownership of reporting and administrative tasks.
• Prepare meaningful reporting information for business leaders and senior management to support trend analysis.
• Identify patterns and suggest preventive actions for operational teams based on findings.
• Work with business units to investigate issues, determine root causes, drive resolutions, and issue detailed final responses to complainants in line with regulatory expectations.
• Keep accurate, accessible records of feedback, data subject requests, customer care cases, and complaints.
• Keep complainants updated at regular intervals, with a strong emphasis on resolving matters early whenever possible.
• Provide coaching and support to the business in areas that affect complaint resolution.
• Contribute flexibly to wider quality monitoring activities when needed.

Requirements

• Working knowledge of Transfer Agency operations.
• Understanding of complaint-handling regulations, with prior experience recording or managing consumer complaints considered an advantage.
• Strong analytical ability to investigate queries, identify trends, and produce management information.
• Capability to work independently and take initiative.
• Good command of Microsoft Office tools.
• Excellent communication skills, including active listening, speaking, information sharing, and written communication.
• Strong interpersonal skills, including relationship building, respect, problem solving, and understanding.
• Sound judgement and thinking skills, including decision making, idea generation, inclusion, and problem solving.
• Leadership qualities such as direction, knowledge sharing, idea generation, and team recognition.

Working with us

Northern Trust offers a flexible, collaborative environment where employees are encouraged to contribute new ideas. The organization values internal mobility, accessible senior leadership, and the chance to work for a company committed to supporting the communities it serves.

Reasonable accommodation

Northern Trust provides reasonable accommodations for individuals with disabilities throughout the hiring process. Applicants who require support may contact the HR Service Center at MyHRHelp@ntrs.com.

Flexible working

The company welcomes conversations about flexible working needs and invites candidates to discuss arrangements that suit both the role and their circumstances.