Address This is a 6-month contract / secondment.
Overview
To provide a high level of front-line customer service to Link clients/Investors/ third parties and government agencies
This includes:
Professional and courteous handling of all email enquiries and written correspondence received in LMS client email inboxes and workflow systems;
Accurate, efficient and effective processing of email requests as per investor expectations and client service level agreements;
Accurate, efficient and timely processing of all written requests, deceased transmissions and off-market transfers in accordance with ASX Listing Rules;
Validation and processing of investor transactions;
Research and respond to investor enquiries using existing and archived information;
Meeting or exceeding all key performance indicators (KPI’s) set for this role;
Validation and processing of investor transactions;
Investigating processing enquiries from internal stakeholders.
Key Accountabilities and main responsibilities
Strategic Focus
Efficient and effective service delivery;
Accurate and timely processing of all registry and employee email enquiries received in LMS client inboxes
Accurate and timely processing of all insolvency Proof of Debt and Proxy forms
Accurate and timely processing of all written correspondence requests received
Meet all agreed client SLA’s targets
Supporting LMS Large Holder Group (LHG) with phone contact with nominees/custodians and institutions on record/cut off dates.
Supporting Investor Research with National Enquiry Log (NEL) management.
Validation and processing of Estate Administration transactions to ensure critical dates are met and client specific requirements are adhered to
Ensure all transactions are processed within the time frames provided by the ASX Listing Rules or as outlined in Client Service Level Agreements (SLA).
Responding to executor/solicitor and broker enquiries
Ensuring CHESS electronic transactions are registered in accordance with ASX and SCH Business Rules;
Prepare Deceased correspondence;
Photocopy, filing and faxing shareholder information;
Operational Management
Supporting with statistic/client reporting.
Achievement of Enlighten business objectives and efficiency targets
Adhere to Policies and Procedures;
Support Operational Services Management with process improvement initiatives
Facilitate/participate in team meetings, morning huddles and management meetings as required.
Effectively coordinate and/or resolve any escalated issues and/or shareholder/ issuer feedback or complaints
Prepare documents, correspondence, statements and reports for Investors, Government agencies, internal and external stakeholders
Support Estates Administration Team Leader in ensuring that Quality & Assurance targets for Estates Administration are achieved.
Facilitate/participate in various team, project and management meetings as required.
People Leadership
Contribute to the Investor Research/Estate Administration team and support other Ops team members as they strive to achieve their service, development and performance goals;
Contribute to the training of fellow team members when appropriate;
Assist with investor reception services
Assisting Team leader/ Manager in maintaining day to day activities
Governance & Risk
Adhere to Policies and Procedures;
Adhere to incident management and reporting guidelines
Successful completion of all compliance modules
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Solid KPI track record;
Ability to work with and without supervision;
Service and quality orientation;
Attention to detail;
Understanding and knowledge of those policies and procedures processes relevant to Link’s Investor Email and Correspondence service offerings;
Strong organisational skills;
Strong oral and written communication skills;
Strong time management and leadership skills;
Ensure all team procedures and policies are up to date and available to all staff as required to complete all aspects of processing required within the team
Flexibility - able to meet demanding deadlines
Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.
Our Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, and employee share plans. We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.
Our teams combine a wealth of industry experience with a rigorous focus on client management to deliver a premium service underpinned by market leading digital technology provided by our Technology division .
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
