CS Complaints Associate PA2025Q3GCC022

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 mid-market firms rely on SS&C for expertise scale and technology.

Job Description

Job Title: Complaints Associate

Locations: Essex / Hybrid

Get To Know the Team

The complaints team investigate and resolve all complaints received by SS&C by telephone and written format. Therefor strong communications skills and attention to detail are essential to ensure that compliance with SLAs and statutory regulations are met. No two days will be the same.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code including jeans
• Your Future: Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off Sick Leave Paid Holidays
• Your Wellbeing: Medical Dental Vision Employee Assistance Program Parental Leave
• Diversity & Inclusion: Committed to Welcoming Celebrating and Thriving on Diversity
• Training: Hands-On Team-Customized including SS&C University
• Extra Perks: Discounts on fitness clubs travel and more!

What You Will Get To Do:

Investigate complaints thoroughly and document findings

Discuss outcome of investigation with the complainant by telephone

Where required write to the complainant to explain your findings using agreed templates and Client company style guide

Liaison between Clients Customers Client Service Managers (CSMs) SS&C Group Compliance and administration areas concerning the resolution of complaints

Establish and record complaints root cause data to provide Management with analysis and regular feedback

Ensuring culture of TCF is always adhered to

Resolution of all complaints within SLA meeting KPIs and complying with regulatory deadlines and rules

Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner

Ensure all work is reviewed prior to submission for quality checking to minimise re-work.

Alert team manager to any trends detected whilst resolving a complaint

Application of the escalation procedure in the event of serious complaints and potential problem which may impact adversely on the Complaints teams ability to meet SLAs and or regulatory requirements

Assesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution

Follow documented department procedures and Client specifics

Effective organisation:

o Respond positively to the goals of the Clients and Client Services Complaints

o Meet regularly with your manager to discuss issues and ideas

o Display flexibility and adaptability always in response to the challenging changing environment

Service Delivery:

o Ensure SS&C meets Client expectations in line with Service Level Agreements (SLAs).

o Strive to exceed minimum quality standards in line with house styles.

o All contact with Clients and their customers must be of a high standard whether written or verbal

To carry out any other duties which are within the employees skills and abilities whenever reasonably instructed.

What You Will Bring To The Role

Ability to investigate summarise and express findings in writing or verbally

Analytical ability to determine root cause of complaint and make recommendations

Good proven letter writing skills

Ability to work as part of a team

Good personal organisational skills to administer complaints within SLA

Intermediary knowledge of WORD & EXCEL

Attention to detail and ability to work under pressure within tight timescales

Excellent communicator in writing by telephone and face to face

Good verbal reasoning and numeric skills

Truly customer focused

Great attention to detail

Detailed knowledge of ISA Unit Trust OEIC or Investment Trust administration

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.

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.