About The Role

To provide a high level of front-line customer service to MUFG Corporate Markets clients/Investors/third parties and government agencies.

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

Accurate and timely processing of all registry and employee email enquiries received in LMS client inboxes
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
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

Efficient and effective service delivery
Accurate and timely processing of all insolvency Proof of Debt and Proxy forms
Validation and processing of Estate Administration transactions to ensure critical dates are met and client specific requirements are adhered to
Prepare Deceased correspondence
Photocopy, filing and faxing shareholder information
Supporting with statistic/client reporting
Achievement of Enlighten business objectives and efficiency targets
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

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

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Demonstrated ability to meet deadlines and strong KPI track record
Ability to work cohesively with team and independently without supervision
Strong focus on service and quality orientation
Accuracy and attention to detail
Understanding and knowledge of those policies and procedures processes relevant to MUFG Corporate Markets 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 as required to complete all aspects of processing required within the team Flexibility - able to meet demanding deadlines and work additional hours, including weekends, to meet those deadlines, as required

This role will be offered as a 6 Month Contract.