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26 Sep 2022
Full-Time Analyst, Shareholder Services
Job Description
Shareholder Services Responsibilities:
- IC1With guidance, responds to phone and email inquiries from mutual fund shareholders regarding, among others, financial transactions, account information or processing a transaction.
- Handles lower complexity requests to make updates to shareholder accounts or instructs shareholders on how to make account changes.
- Answers phones and responds to shareholder emails with 75f inquiries handled without a handoff for assistance.
- Follows the Good Order Matrix call outline when addressing and closing standard calls and to ensure that the most current information is provided.
- Follows internal quality standards, the current workflow for each call type (Maintenance, Financial and Escalated issue), and security protocols.
- Completes security forms in compliance with regulatory requirements.
- Actively listens to shareholder needs in order to provide service that ensures continued shareholder satisfaction and complete, accurate fulfillment of shareholder asks.
- Makes an initial determination of which inquiries should be escalated to the Problem Resolution Team or will necessitate completion of an electronic ticket.
- Confirms conclusions with more senior team members.
- Escalates inquiries or completes electronic tickets to initiate delivery of historical statements or pass forms to shareholder as requested.
- Has a clear understanding of Policy and Procedures.
- Completes standard security protocol to verify shareholder identity and prevent fraud prior to releasing information.
- Accepts feedback and coaching and proactively adjust own management of call flows in response to feedback.
- Is able to work in a very structured environment.
- No direct reports.
- Responsibilities are limited to own conduct, accuracy and efficiency when handling interactions with stakeholders via phone or email.
Skills & Requirements
- Bachelors degree or the equivalent combination of education and experience is preferred.
- 0-3 years of total work experience preferred.
- Customer service experience in the financial service market preferred.
Our offer :
- Full time contract of employment.
- City Centre locations close to main railway station and flexible working arrangements.
- Flexible benefits package, including life and medical insurance, health screening, fitness discount programme, employee assistance program.
- Award-winning Wellbeing Program supporting you with your unique health and wellbeing needs.
- Pension scheme.
- Exciting opportunities for career and global mobility.
- Diverse and inclusive environment.
- Employee Referral Program.
- Recognition programmes.
- A multitude of opportunities to get involved in charity projects and Employee Resource Groups (ERGs).
How to Apply
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