Client Services Senior Team Leader

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.

Client Services Senior Team Leader

Responsible for managing a small group, including the performance management process, providing training and development and input for staff and disciplinary actions. Responsible for the assignment of work to a customer service team. Provides input into the performance management process. Serves as resource, insuring client issues are promptly resolved on the full range of the area's products and services. Cultivates and develops relationships for clients with complex product and servicing needs. Assists in the coordination of all service related areas.

Major Duties:

1. Responsible for managing a small group, including the performance management process, providing training and development and input for staff and disciplinary actions.

2. Organizes the work, sets short-term priorities monitors all activity, and ensures timely and accurate completion of the work.

3. Services clients on full-range of products/services. Provides back-up as needed on all jobs/functions within area of responsibility and for manager.

4. Assist NCSS Leadership and direct manager to ensure there is efficient and effective processing of all service requests received, a strong understanding and adherence to policies and procedures, while providing constructive and supportive coaching and direction to CSR’s, Sr. CSR’s and Consultants. 

5. Maintain deep relationships with client facing teams by responding to all servicing requests completed within the teams published SLAs, with resolution of requests as soon as possible. For requests requiring substantial time to resolve, keep partners & NCSS Managers informed of progress until problem is resolved and help ensure fellow team members and direct reports do so as well.

6. Develop and maintain strong relationships with operational teams and other support areas to follow up on money movement activities and escalations for issue resolution/research as needed to resolve and prevent client service quality degradation and impact.

7. Resolves issues or complaints escalated by client or internal partners. Conducts research to identify root cause of issue, determines proper corrective action and executes proper follow up with appropriate individuals aligned to escalation/complaint.

8. Establishes working relationship with clients and partners. Understands client needs and reviews service requests to ensure the request has adequate information for a successful implementation. Creates written procedures to document processes for the team or makes adjustments to existing procedures when business conditions change.

9. Coordinates and participates in training presentations regarding area's products and services with clients and partners. Conducts or coordinates on-the-job training with staff.

10. Ensures that all necessary client documentation and team output is completed according to service level agreement and quality guidelines.

Knowledge:

• Knowledge of products, services and procedure for specified area, usually obtained through training or related work experience, is required to service clients.

• Excellent verbal and written communication skills are required to ensure client satisfaction.

• Analytical and problem solving skills are needed to research and resolve problems.

• Leadership and organizational skills are needed to motivate staff members, prioritize assignments and provide feedback to staff.

Experience:

• 5+ years of client servicing operational experience and/ or contact center experience

Hybrid

We have a balanced hybrid working model to ensure you get the flexibility you need. Successful candidate will work a traditional 5 day work week, and will spend their time working at least 3 days in the office per week, and any non-office days working from home.

#LI-LG1

Salary Range:

$63,365 - 107,635 USD

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and we