Client Services Representative

• Responsible for service within Northern Trust and ensures connectivity across operational teams within both organizations (NT and Client).
• Plans and facilitates client meetings/calls including scheduling client service review meetings/calls and visits; preparation for and follow up of client meetings/Due Diligence Visits.
• In conjunction with the Relationship managers, engages with the Client’s Senior Management on difficult / complex issues, including error resolution and management.
• Responsible for the creation of and subsequent monitoring of performance against Service Level descriptions including oversight of all fee billing to ensure it is issued in a timely manner.
• Ensures follow up to day-to-day client queries and issue resolution in conjunction with Fund Accounting / Transfer Agency etc.
• Partners with the Relationship Managers and ensures issues are communicated and escalated in a timely manner both internally and directly with the clients.
• Responsible for overall project planning for the clients including new funds, mergers, liquidations etc. in conjunction with New Business Teams and Operations.
• Responsible for running client service reviews with operational areas Fund Accounting, Transfer Agency, Custody, Risk & Compliance, Corporate Secretary and arranging Virtual Team Meetings.
• Ensures timely completion and publication of monthly reporting including calculating Key Performance Indicator levels and review of monthly reporting packs to consultant/client.
• In partnership with the Relationship Managers, prepares for and attend Board Meetings and is responsible for reviewing board packs and following up action items raised during the meetings.

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Client Service Specialist, GFS