What you need to know

Matrix Recruitment are currently recruiting for a Senior Transfer Agency Quality and Complaints Coordinator for our client, a global financial services organisation based in Limerick.

This is a 14-month contract offering an excellent opportunity to join a high-performing team focused on customer outcomes and continuous improvement.

This role offers a hybrid working model.

Your new job

Key duties & responsibilities:

• Manage and resolve customer complaints within strict regulatory timelines, ensuring all cases are handled with professionalism and care

• Maintain a customer-centric approach in all communications, keeping complainants informed and ensuring fair outcomes at all stages of the resolution process

• Oversee the complaint handling process, identifying root causes, procedural weaknesses, and potential improvements

• Collaborate with internal teams to investigate complex cases, produce high-quality responses, and support early-stage resolutions

• Ensure full compliance with internal guidelines and regulatory requirements regarding complaints handling and documentation

• Maintain detailed and accurate records of complaint cases to support audits and internal reviews

• Prepare and analyse reporting data to identify complaint trends and provide insights to senior management

• Recommend preventative measures to reduce recurring issues and enhance overall service quality

• Deliver training or guidance to internal teams on complaint handling practices and quality expectations

• Support broader team activities including participation in quality monitoring when required

What we are looking for:

• Experience in a complaints handling, customer care, or quality assurance role within financial services or a regulated industry

• Knowledge of transfer agency or fund administration processes is a strong advantage

• Solid understanding of regulatory requirements around complaint management and reporting

• Strong analytical and problem-solving skills with the ability to perform root cause analysis and identify process gaps

• Proficiency in Microsoft Office, particularly Excel and Word, for documentation and reporting

• Excellent communication skills, both verbal and written, with the ability to manage sensitive customer issues professionally

• High level of interpersonal skills and the ability to collaborate across teams

• Self-motivated with the ability to work independently and take initiative

• Strong attention to detail and commitment to high-quality outcomes

By applying, you are giving consent for Matrix Recruitment to contact you about this job. We collect your data for recruitment purposes only and will retain it for the duration required as outlined in our privacy policy. All CVs are kept confidential and will not be submitted to any clients without your knowledge and permission. Please note that due to the expected high volume of applications we can only reply to applicants suitable for the position.

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