Overview

State Street Corporation (NYSE: STT) is the world’s leading provider of financial services to institutional investors. With $33.1 trillion in assets under custody and administration, and $2.8 trillion in assets under management as of December 31, 2017, State Street operates globally in more than 100 markets and employs 31,070 worldwide.

Investor Services Specialist (Senior Associate)

The Senior Associate supports the day‑to‑day delivery of Investor Services activities, serving as a key point of contact for investor and client enquiries via phone and email. The role requires strong communication skills, collaboration, influence outcomes, and continuous improvement.

Key Accountabilities

- Act as primary point of contact for investor and client enquiries, ensuring all inbound and outbound interactions via phone and email are handled promptly, professionally, and in line with defined service standards.
- Deliver timely responses to all enquiries, meeting or exceeding agreed service level agreements (SLAs) for call handling, response times, and resolution turnaround.
- Ensure all communications are accurate, clear, and consistent, focusing on first‑pointofcontact resolution and minimising repeat enquiries.
- Adhere strictly to approved call scripts, communication templates, and service guidelines to ensure consistency of messaging, regulatory compliance, and a controlled client experience.
- Maintain a high standard of quality across all interactions, ensuring responses are complete, compliant, and aligned to client expectations and internal procedures.
- Accurately document all enquiries and actions taken within the relevant systems, ensuring a clear audit trail is maintained for all investor interactions.
- Monitor personal and team workload queues (calls and emails) and proactively prioritise tasks to manage volumes effectively and avoid backlogs.
- Identify and escalates complex, sensitive, or high‑risk enquiries in a timely manner, ensuring appropriate resolution and stakeholder visibility.




- Support continuous improvement by identifying recurring query themes, process gaps, or inefficiencies, and providing feedback to enhance scripts, workflows, and service delivery.
- Have a high level of understanding of the client: their SLA, organisation, policies & key contacts, and identify, recommend & implement improvements to procedures, processes, controls and client servicing arrangements.

Experience, Qualifications, Skills and Abilities

- Strong TA knowledge and background.
- Previous experience in an investor services contact team is preferred.
- Knowledge of fund accounting operational concepts.
- Information technology aptitude including HiTrust.
- Good liaison skills across all levels of the organisation.
- Knowledge of AML/KYC, FATCA/CRS regulatory requirements.
- A solid understanding of the finance industry and financial markets.
- Excellent communication skills both written and verbal.
- Ability to multi‑task, work under pressure and meet deadlines.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

Advantages

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. You’ll benefit from inclusive development opportunities, flexible work‑life support, paid volunteer days, and vibrant employee networks.

Equal Opportunity Employer

State Street is an equal‑opportunity employer and we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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📌 Transfer Agency, Senior Associate (City of Sydney)
🏢 State Street
📍 City of Sydney