Contact Centre Officer - Fixed Term Contract

As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the worlds largest companies to small and midmarket firms rely on SS&C for expertise scale and technology.

Job Description

Get To Know Us:

SS&C GIDS provides information processing and computer software services and products. The Companys operating segments include financial markets customer management professional services and output solutions. SS&C GIDS serves the alternative investments asset and wealth management banking and lending insurance and real estate industries.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Income Protection Insurance & Salary Continuance
• Work/Life Balance: Flex 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: HandsOn TeamCustomised 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 longterm career in financial services.

You will ensure highquality 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 inquiriesvia phone or written communicationto 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.

This role is offered on a 12 month Fixed Term Contract

• 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 customers 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 fastpaced 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 inhouse 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.

Please note that to be considered candidates must hold Australian or New Zealand Citizenship or have Permanent Residency.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. Its 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/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 feebased recruitment services.

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.