Client Engagement Representative, Partnership Services

1 week ago

Chicago, Illinois, United States Northern Trust Full time

About Northern Trust:


Northern Trust is a distinguished financial institution recognized globally, with a legacy of excellence since 1889. As a Fortune 500 company, we pride ourselves on delivering innovative financial solutions and guidance to a diverse clientele, including high-net-worth individuals, families, and institutions.

With over 130 years of expertise and a workforce exceeding 22,000 professionals, we cater to the most sophisticated clients by leveraging cutting-edge technology and exceptional service.

The Partnership Services Group specializes in providing comprehensive third-party fund administration services to various fund management entities, encompassing a full spectrum of shareholder servicing functions such as dealing, registration, settlements, distributions, fees, allocations, and statements.

This department is integral in managing client and investor documentation, processing requests, conducting research, integrating new business, ensuring transaction quality, and maintaining investor registers in alignment with client service standards.

The primary focus of this Consultant role is to address client and investor inquiries through effective communication, processing, escalation management, and thorough research.

The Consultant will report to a Manager or Team Lead, contributing to projects, quality assurance, email correspondence, metrics analysis, and data mining. Additionally, the Consultant will spearhead initiatives, possess familiarity with fund information, and learn bespoke client processes.

Collaboration with Client Service Managers and the PSG leadership team is essential, particularly in handling client escalations, refining processes, and updating service level agreements while serving as an operational expert.


Working Model:
Hybrid


We embrace a balanced hybrid working model, allowing flexibility in your work environment. The successful candidate will alternate between office and remote work.


Responsibilities:
1. Address investor/client inquiries daily via email, with occasional call interactions as needed.
2. Conduct quality checks on partners' work and finalize client correspondence on a daily basis.

3. Collaborate closely with the direct team, client service managers, and offshore teams to identify and rectify inefficiencies, control gaps, and enhance client deliverables.

4. Participate in meetings, escalations, and calls regarding relevant investor/client matters.
5. Serve as the operational expert on processes, service level agreements, research, and their impacts across the organization.
6. Identify procedural gaps and promote education within the peer group.
7. Maintain a keen eye for quality and recognize when to escalate issues.
8. Engage in or lead initiatives that influence tasks or deliverables across teams.
9. Communicate effectively, conveying information clearly in both verbal and presentation formats.

10. Exhibit strong leadership capabilities in research and investigative processes related to escalations or other client inquiries, acting as the spokesperson throughout.


Qualifications:
1. A College or University degree and/or relevant work experience is required.
2. 3-5 years of industry experience or a relevant senior client servicing role.
3. Experience in investor or client servicing via email or phone preferred.
4. Strong critical thinking and analytical skills, with the ability to influence and educate others.
5. Excellent oral and written communication skills are essential.
6. Adaptability and resilience to navigate constant change.
7. In-depth knowledge of fund-level processes, client types, and systems (including Wires, registers, workflow, and case management tools).
8. Ability to independently research and resolve issues, taking ownership of escalations and client responses.
9. Proficient in collaborating with other partner areas to enhance client deliverables.
10. Strong time management skills, prioritizing tasks and managing deadlines while escalating issues as necessary.
11. Proficiency in Excel, PowerPoint, JIRA, SharePoint, and data mining.

Working with Us:
As a partner at Northern Trust, you will experience greater achievements.

Join a flexible and collaborative work culture within an organization where financial strength and stability empower us to explore innovative ideas.

We encourage movement within the organization, ensuring accessibility to senior leaders, and take pride in our commitment to the communities we serve. Join a workplace with a meaningful purpose.

We look forward to discovering how your interests and experience align with one of the world's most respected and sustainable companies. Build your career with us.


Reasonable Accommodation:
Northern Trust is dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you require a reasonable accommodation for any part of the employment process, please reach out to our HR Service Center.
We value an inclusive workplace and recognize that flexibility means different things to different individuals.
We encourage you to discuss your flexible working requirements with us.

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