Senior Analyst, Transfer Agency (Multiple opportunities within Investor Services)

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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: Reporting to a Team Leader, this role is ideal for a high-performing customer service specialist with 4+ years of experience in a client-facing, operations or financial services environment. Your core responsibility will be to deliver an excellent experience for investors by handling queries across phone and email with professionalism, accuracy and care. As a Senior Analyst, you will also play an important role in supporting the wider team, helping to resolve complex queries, sharing your expertise, coaching colleagues and contributing to the overall quality and performance of the department. The department provides third-party fund services to a broad range of fund management companies, covering key shareholder servicing activities including dealing, registration, settlements, distributions, commissions and statements. It is a busy, quality-focused environment where strong communication and sound judgement are essential. The key responsibilities of the role include: Deliver a high-quality service experience by responding to investor queries clearly, professionally and confidently across phone and email. Handle queries accurately and in line with departmental procedures, controls and service level expectations. Take ownership of more complex or escalated cases, using strong judgement and communication skills to drive resolution. Complete your own tasks within agreed timelines, including quality control activities and outbound bank verification calls where required. Contribute positively to team huddles, team meetings and day-to-day collaboration across the group. Represent the team professionally in client meetings or visits when required. Support the Team Leader in monitoring client-specific mailboxes and ensuring queries are completed within agreed service levels. Act as a buddy or mentor to new team members, helping them build confidence, capability and knowledge. Use your experience to identify opportunities to improve quality, simplify processes and strengthen how the team works. Monitor trends in client queries and provide meaningful feedback or recommendations to support continuous improvement. Prepare and distribute team statistics or reports as required. Be a reliable point of support for colleagues, sharing knowledge and helping maintain a strong team culture. Take on additional responsibilities that are appropriate to the role and support changing business needs. Skills/ Qualifications: The successful candidate will ideally bring: 4+ years of experience in customer service, investor servicing, client operations or a similar client-facing environment. Strong written and verbal communication skills, with the ability to handle queries clearly, professionally and confidently. A proven ability to work in a high-volume, deadline-driven environment while maintaining quality and attention to detail. Experience dealing with complex queries, problem solving and taking ownership through to resolution. Working knowledge of client and investor servicing, with fund administration or financial services experience considered a strong advantage. A collaborative mindset and the confidence to support, guide and mentor others within the team. Good working knowledge of Microsoft Office, including Excel and Word. A motivated, proactive approach and a genuine commitment to delivering excellent service. 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 inclu