About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 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.
Work Authorization
Applicants must have the right to work in Ireland at the time of application and for the duration of employment.
Please note that Northern Trust is unable to provide employment permit sponsorship for this role. This includes Critical Skills Employment Permits, General Employment Permits, Intra-Company Transfer Employment Permits, Stamp 1G permissions, and other employment permits under Irish immigration frameworks.
Working with Us
As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.
Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.
Reasonable Accommodation
Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.
