130349-1 - Transfer Agency Technical Coordinator (Complaints)

TRANSFER AGENCY - TECHNICAL COORDINATOR

• Start date: ASAP 
• End date: August 2026 
• Location: 3 days a week on site in Limerick, Ireland 
• Rate: 22 - 25 euro ph PAYE 

Role/Department: 

The Transfer Agency provides third party services to a specific group of clients covering the full range of shareholder servicing functions including dealing, registration, AML, settlements, distributions, and commissions.  

Reporting to the Quality & Complaints Manager, the Complaints Technical Coordinator plays a key role in the handling of Transfer Agency complaints, ensuring escalated customers issues are resolved to the highest standard, in a timely manner. 

This is an excellent opportunity for an experienced professional to join a dynamic team who are committed to providing an excellent service to our network of clients. 

The key responsibilities of the role include:  

• Ensuring all complaints are investigated promptly and within strict timeframes, treating all customers fairly to retain the professionalism and integrity.
• Ensuring all complaints are handled in line with Regulatory requirements. 
• Playing a key role in the oversight and maintenance of the complaint handling process. 
• Providing valuable reporting data to business leaders and senior management, to assist with trend analysis activities.    
• Proposing preventive measures to the Operational Teams based off analysis results and highlighting procedural opportunities.  
• Liaising with the business units to investigate, determine root causes, drive complaint resolution, and provide detailed final responses to all complainants; all to be completed in-line with Regulatory requirements.  
• Maintaining accurate records of all complaints, which can be accessed easily if required.   
• Informing complainants of the progress of their complaint at regular intervals, with a high focus on resolving complaints during the initial early resolution stage. 
• Providing training and support to the business on any areas identified impacting complaint resolution. 
• Demonstrating flexibility by supporting with the wider team's quality monitoring activities if/when required.   

Skills/ Qualifications:  

The successful candidate will benefit from having

• Demonstrate an understanding of the Transfer Agency operational area. 
• Understanding of regulatory complaint handling requirements, with prior exposure to the handling & recording of Consumer complaint cases, beneficial.   
• Strong analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI. 
• Ability to work on own initiative. 
• Strong knowledge of Microsoft products. 
• Excellent communication skills – (listening skills, oral communication skills, information sharing and written communication skills).  
• Interpersonal (relationship building, respectful, problem solving and understanding).  
• Thinking (decision making, idea generation, inclusion and problem solving).  
• Leadership (direction, idea generation, knowledge sharing and team recognition).