Client Support Consultant

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

Client Support Consultant
Location: Sydney - Australia Hybrid

Get To Know Us:

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue SS&C is headquartered in Windsor Connecticut and has 20000 employees in over 90 offices in 35 countries. Some 18000 financial services and healthcare organizations from the worlds largest institutions to local firms manage and account for their investments using SS&Cs products and services. As a leading innovator in technology-powered solutions outsourced administration and operational services focused on the global financial services industry SS&C has a network spanning the major financial and commercial centres of North America Europe Asia and Australia. SS&C is also the worlds largest hedge fund and private equity administrator as well as the largest mutual fund transfer agency. As a provider In Australia SS&C is a specialist provider of outsourced registry services with a technology focus and high levels of automation across institutional & retail solutions. Predominately located in Melbourne and Sydney with 600 employees most of the Australian division work on Unit Registry (referred to as Transfer Agency around the world) technology and services. SS&Cs Transfer Agency business is the largest provider of Unit Registry services in Australia providing Fund Manager Custodians and end to end service offering.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model

• Your Future: Income Protection Insurance & Salary Continuance

• Work/Life Balance: Generous Bereavement & Compassionate leave

• 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-Customized including SS&C University

• Extra Perks: Discounts on fitness clubs travel and more!

What You Will Get To Do:
Reports to: Senior Manager Client Experience Client Support Transfer Agency Australia
Opportunity snapshot:
The Client Support Consultant plays a pivotal role in delivering exceptional service to Custodians Fund Managers and Advisers through both phone and written communication acting as a trusted ambassador and the primary face of the organisation.
This position ensures the accurate and timely oversight of activities that support daily trade processing and reporting while proactively managing escalated requests and resolving client queries. By maintaining strong service standards and adhering to agreed SLAs the role is critical in fostering client confidence and strengthening long-term partnerships.
Direct Reports:
Not applicable
Key Accountabilities:
The individual in this role is responsible for building strong rapport and maintaining trusted relationships with allocated clients including Custodians Fund Managers Advisers and Investors. They ensure all client expectations are consistently met or exceeded in a professional responsive and empathetic manner.
Key responsibilities include actively monitoring assigned client service inquiries whether via phone or written correspondenceensuring response times are achieved or surpassed. The role also involves promptly identifying potential issues and escalating them to the Client Support Manager when necessary to maintain service excellence.
Role Responsibilities:
Client Query Management

• Respond promptly and professionally to client queries received via phone email and workflow systems.

• Ensure all inquiries are resolved within agreed internal and external timeframes maintaining compliance with SLAs.

Escalation Handling

• Manage and resolve escalated issues effectively ensuring minimal disruption to client service.

• Proactively identify recurring issues and escalate to the Client Support Manager when necessary.

Direct Client Interaction

• Act as a primary point of contact for Fund Managers Custodians Investors and Advisers.

• Build and maintain strong relationships through clear communication and exceptional service delivery.

Mailbox and Workflow Monitoring

• Monitor client mailboxes and workflow systems to track and resolve queries efficiently.

• Prioritize and manage service requests to ensure timely completion and client satisfaction.

Service Fulfillment

• Liaise with Advisers and clients to fulfill service and processing requests accurately and within agreed SLAs.

• Coordinate with internal teams to ensure seamless execution of client instructions.

• Monitor and resolve queries in Client Mailbox and Workflow Systems

• Liaise with Advisors and clients to fulfil service and processing requests within SLAs

Skills and Competencies:

• Client focus: communicates professionally and proactively sees issues from customers perspective with excellent interpersonal skills

• Workload management: capable of working independently and proactively prioritising multiple requests timely completion of responsibilities and projects adapts to changing priorities

• Analysis/problem solving skills: thoroughly thinks out and evaluates alternatives innovative problem resolution pro-active approach initiative to resolve problems

• Communication skills: excellent written and verbal communication organized thought processes polite and respectful of others

• Ability to build and maintain strong professional relationships with Fund Managers Custodians Advisers

• Judgement: makes appropriate and sound decisions after weighing alternatives; follows policies and procedures; thoughtful consideration for others opinions; logical

• Commitment to following procedures while seeking opportunities for continuous improvement.

• Innovation: generates and explores different imaginative or unique approaches to solve client issues; thinks outside the box

• Client management: Proven capability to Manage Client Requests and drive to agreed outcomes

• Accuracy: High level of accuracy and attention to detail

• Proficient in Microsoft office suite

• Living our core corporate values of excellence/client focus integrity & respect teamwork

What You Will Bring:

• 3 years relevant experience in Operations or Custody

• Understanding of managed funds custody operations and trade processing workflows.

• Experience with client workflow systems CRM tools and mailbox management.

• Familiarity with compliance requirements and SLA-driven environments

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.