Transfer Agent - Investor Services, Associate

at  State Street Corporation

WHAT WE DO.

State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

YOUR ROLE

The Investor Services Associate 2 is the focal point for the day-to-day of the Investor Services department. By demonstrating excellent communication skills, a team-oriented approach and by successfully handling multiple demands from external parties or the management line, the Associate 2 will deliver a high quality of service to all clients in line with the company’s targets and expectations.
The successful candidate will work independently but also as part of a team. The candidate will also work on improving established guidelines and practices by consulting with the Manager where clarification or exception may be required.
The Investor Services Associate 2 will provide support, escalation route when necessary to manage and resolve any queries received from external and internal parties.
The Investor Services Associate 2 plays a supporting role to Customer Services Managers and drives operational excellence by implementing and embedding a continuous culture of improvement.

YOUR RESPONSIBILITIES

• Answer to all phone calls and queries in the most accurate manner within the time frame given by our clients.
• Be prepared to achieve and strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas, both in terms of quality, productivity and accuracy of information given to the customer.
• Process data to produce reports and ad-hoc documents requested by internal and external parties.
• Acknowledge complaints received form external parties and resolve the matter within the legal timeframe.
• Propose updates of procedures and job aids to ensure the documents are kept up-to-date.
• Ensure awareness of and adherence to the key TA controls at all times.
• Actively participate in the training/coaching of junior team members to strengthen their knowledge and improve their daily organization.
• Participate in completion and implementation of projects as required.
• Participate in data review, including checking and sign-off during control process.
• Communicate relevant information as appropriate up and down the line and escalate where necessary.
• Comply with the regulatory regimes in which IFDS operates, with particular consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role.