What is the opportunity?

The successful candidate will be responsible for delivering a high quality service to RBCI&TS Dublin Shareholder Services clients. The Senior Administrator will be responsible for the correct handling of investor queries received by email and over the phone. In addition there will be ad-hoc SHS tasks and reporting required as well as supporting other team members as directed. The administrator will be expected to handle a high volume of queries and will be expected to respond accurately and timely and within agreed SLAs (Service Level Agreements).

What will you do?

OPERATIONS

• Answer standard and ad-hoc Investor and Distributor queries, as requested.

• Answer the telephone in a professional and knowledgeable manner ensuring excellent investor experience.

• Generate standard and ad-hoc Client and Regulatory reporting as requested.

• Assist other team members with the documentation receipt process, as requested.

• Liaise with other SHS teams to ensure a timely resolution to queries /requests.

• Escalation of issues.

• Ensure procedures and checklists are updated and adhered to.

• Participate in any projects assigned.

• Actively participate in team workshops and weekly meetings.

QUALITY CUSTOMER SERVICE

• Provide high quality customer experience by responding promptly and accurately to all enquiries received by the team in accordance with agreed Service Level Standards and/or as assigned by the Supervisor or Manager.

• Advise Manager of all issues, ensuring closure of same and suggest resolution where possible.

• Ensure all queries are managed through CRM application in a timely manner to facilitate timely resolution.

TEAMWORK / EFFICIENCY

• Participate in cross-training for developmental and back-up purposes.

• Support and assist other team members during high volumes and staff shortages.

• Ensure that recurring client issues are noted and advised to manager.

• Demonstrate strong awareness and acceptance of deliverables by offering assistance and/or sharing of knowledge.

What do you need to succeed?

Must have:

• Some experience in a Shareholder Services or similar environment, with customer servicing experience.

• Some experience in liaising with Investors, Distributors and Clients on SHS matters would be advantageous.

• Good knowledge of the Funds Industry.

• Proficiency in French, German or Spanish.

Nice to have:

• Experience in call centre environment of a Transfer Agency or financial services industry in an operations environment.

COMPETENCIES

Behavioural

• Accuracy and Quality – high levels of attention to detail.

• Customer Orientation/Investor experience

• Professional and Personable Manner

• Business Acumen

• Ability to work effectively in a busy and challenging environment.

• Ability to work well within a team.

• Effective Written / Verbal Communication

• Multi-tasking and Time Management

• Performance Orientation

• Strong Interpersonal skills.

Technical

• Some experience in a Shareholder Services or similar environment.

• Computer literacy including Microsoft Office products

• Fluent English – both verbal and written communication.

• Proficiency in French, Italian or German.

• Knowledge of anti-money laundering requirements would be beneficial.

What’s in it for you?

We thrive on the challenge to be our best - progressive thinking to keep growing and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses, flexible benefits and competitive compensation.

• Leaders who support your development through coaching and managing opportunities.

• Opportunities to work with the best in the field.

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• A world-class training program in financial services.

• Flexible working options fully supported.