Transfer Agency Technical Coordinator - Complaints

About Northern Trust

Northern Trust is a Fortune 500 financial institution with over 130 years of history, offering innovative financial services worldwide. We serve sophisticated clients with integrity, expertise, and excellent service, supported by over 22,000 partners globally.

Role Overview

The Transfer Agency Technical Coordinator works within the Transfer Agency department, providing key support in managing complaints and high-priority investor care matters such as feedback and customer care issues. Reporting to the Complaints Manager, the position ensures accuracy of investor records and resolves escalated customer concerns efficiently and professionally.

Key Responsibilities

• Promptly investigate all complaints adhering to strict time limits while treating customers fairly, upholding Northern Trust’s professionalism and integrity.
• Ensure complaint handling complies fully with regulatory requirements.
• Oversee and maintain complaint processing workflows and take ownership of related reporting and administrative duties.
• Deliver detailed reports and data analysis to business leaders to detect trends and support decision-making.
• Recommend preventive actions to operational teams and identify areas for procedural improvement based on analysis.
• Collaborate with business units to investigate complaints, identify root causes, and provide comprehensive final responses within regulatory guidelines.
• Maintain accurate and accessible records of all feedback, data subject requests, customer care, and complaint cases.
• Keep complainants regularly informed on the progress of their issues, focusing on early resolution when possible.
• Support and train business teams on factors affecting complaint resolution.
• Assist broader team quality monitoring tasks when needed, demonstrating flexibility.

Required Skills and Qualifications

• Clear understanding of Transfer Agency operations.
• Familiarity with regulatory requirements for complaint handling; experience in consumer complaint case handling and documentation is advantageous.
• Strong analytical capabilities to research enquiries, perform trend analysis, and prepare management information.
• Ability to work independently and take initiative.
• Proficient in Microsoft Office suite.
• Excellent communication skills, including listening, verbal, and written communication, plus information sharing.
• Effective interpersonal skills encompassing relationship building, respect, problem solving, and empathy.
• Strong critical thinking and decision-making abilities, including idea generation and inclusion.
• Leadership qualities such as providing direction, knowledge sharing, and recognizing team efforts.

Work Environment and Benefits

Joining Northern Trust means becoming part of a collaborative and flexible workplace with financial security that encourages innovation. The company fosters internal mobility and accessibility to senior leaders and is committed to community support and sustainability.

Inclusivity and Accommodation

Northern Trust is devoted to creating an inclusive environment and provides reasonable accommodations for individuals with disabilities throughout the hiring process. Candidates needing accommodations may contact the HR Service Center.

Additional Information

The role is based onsite in Limerick, Ireland. Northern Trust encourages discussions about flexible working arrangements to support diverse needs and greater achievements.