Contact Centre Officer

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Get To Know Us:

SS&C Technologies is the world’s largest independent hedge fund and private equity administrator, as well as the largest mutual fund transfer agency. SS&C’s unique business model combines end-to-end expertise across financial services operations with proprietary software and solutions to service even the most demanding customers in the financial services and healthcare industries.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance
• Work/Life Balance: Flexible Time Off
• Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

As the first point of contact for inbound customer calls, you will play a vital role in delivering exceptional customer service. This is a key position in supporting our customers and offers a fantastic opportunity to gain insight into Managed Fund Administration services, laying the foundation for a rewarding long-term career in financial services.

You will ensure high-quality service delivery through professional written correspondence while actively building rapport and maintaining strong relationships with advisers and investors. This role requires active monitoring of service inquiries-via phone or written communication-to ensure client response times are met or exceeded, identifying and addressing any issues, and escalating to management as needed.

By serving as an ambassador for the organisation, you will contribute to a positive customer experience and represent our commitment to excellence.

• Responding to incoming calls, emails, and messages, providing efficient and professional assistance to customers.
• Identifying customer requirements and recording information accurately in computer systems.
• Resolving queries and escalations within agreed timeframes, adhering to escalation procedures at all times.
• Making outbound calls to investors and advisers, fostering direct communication and strong relationships.
• Monitoring and addressing queries in client mailboxes and workflow systems promptly.
• Liaising with advisors and investors to fulfil service and processing requests within SLA commitments.
• Developing a thorough understanding of our offerings and services to ensure accurate and insightful assistance.
• Maintain high client satisfaction levels, measured through feedback and RAG status reports provided monthly by clients.
• Achieve agreed client service metrics, including:
  • Average speed of answer
  • Abandonment rate
  • Grade of Service (GOS)
  • Delivery of accurate and timely reporting
• Provide timely and effective support to both internal and external clients.
• Ensure strict adherence to compliance requirements, avoiding any evidence of personal or general advice.

What You Will Bring:

• Communicates professionally and proactively, understanding issues from the customer’s perspective, with excellent interpersonal skills.
• Previous experience in a customer service or contact centre role is required.
• Previous experience in the financial services industry is advantageous.
• Strong background in customer service, sales, or retail, ideally within the financial services industry or a similarly fast-paced customer environment, supporting complex solutions or products.
• Genuinely passionate about delivering exceptional customer service, driven to achieve set targets and KPIs with the highest standards of performance.
• Demonstrates exceptional empathy, resilience, and the ability to remain calm under pressure.
• Strong active listening skills with a willingness to provide support and assistance to clients in distress.
• Previous experience in complaints handling is highly desirable.
• Demonstrates a quick ability to learn and navigate in-house systems and databases effectively.
• A motivated team player who thrives in a collaborative environment and adapts to changing priorities with ease.
• Exhibits excellent written and verbal communication skills.
• Maintains a high level of accuracy and attention to detail in all tasks.
• Knowledge and experience with AML/KYC processes is advantageous.
• Proficient in Microsoft Office Suite, ensuring efficiency in daily operations.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.