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.
Major Duties :1. Manage large amounts of inbound and outbound calls in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information.
2. Follow communication “scripts” when handling different topics and resolves client/partner inquiries the same day, if not during call.
3. Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved.
4. Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution on the CRM database.
5. Send out appropriate email response, complete emails according to schedule.
6. Maintain system access and knowledge level as it pertain to each program that the representative has been trained on and frequently attend educational seminars to improve knowled7ge and performance level.
7. Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.
8. Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors.
9. Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives.
10. Expected to use some initiative but refer more complex problems to supervisors/experts.
11. Works effectively as a team member but also independently.
12. Knowledgeable of the core aspects of the job and beginning to develop a basic understanding of the business function.
13. Working towards becoming proficient in all areas of the job.
Knowledge :Strong phone, verbal and written communication skills required. Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging callers with minimal assistance. Highly flexible and adaptable to change; able to adapt to a fast pace environment to different personality types and able to learn quickly. Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively. Computer literacy is required with the ability to navigate several different applications/systems simultaneously. Strong team work capabilities.
Experience :A College or University degree and/or relevant proven work experience in comparable industry and/or call center setting or customer support role is preferred. Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH’s wire transfers.
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 inclusive workplace and understand flexibility means different things to different people.
Apply today and talk to us about your flexible working requirements and together we can achieve greater.