Contact Centre Officer Financial Services

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

Get To Know Us:

SS&C Technologies is the worlds largest independent hedge fund and private equity administrator as well as the largest mutual fund transfer agency. SS&Cs 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: FlexibleTimeOff

• 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 a Contact Centre Officer you will be required to learn about our products and services and effectively communicate this information to customers. Additionally you will build strong working relationships with internal stakeholders team members and other operational staff.

• Answer and respond to general advice enquiries and proactively capture feedback and data obtained during the interactions.

• Demonstrate a high level of problem-solving ability through strong knowledge and understanding of the superannuation industry and relevant legislation to identify complex business situations and recommend appropriate solutions where required.

• The timely response to all correspondence from members

• Responsible for proactive telephone contact with customers in line with approved outbound campaigns

• Complete administrative and ad hoc duties as allocated to support the efficient operation of the business.

• Identify continuous improvement initiatives and proactively contribute to a best-in-class business culture.

• Assist members and beneficiaries in a time of need with empathy and in a professional manner.

• Comply with Fund and regulatory requirements completion of ongoing education as per the training plan and AFSL requirements.

• Maintain members details.

• Achievement of KPIs SLAs and targets

• Attend to member enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.

• Participate in training and upskilling to build knowledge and skills within yourself and the team.

• Be an active team player andcontribute positively and collaboratively to the success of shared team goals.

• Agent Support: Answer ad-hoc agent/team enquiries via phone/chat while also handling escalations.

• Ad hoc specialised project support & UAT testing for campaign management.

• Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.

• Maintain a positive attitude andcommitment to working in ahybrid working environment.

• Must be willing to work onsite with a minimum 6 days per month with initial training onsite 5 days per week.

• Centre Operating hours are8 am to 6 pm with rotating shifts.

What You Will Bring:

• Excellent communication skills both written and verbal.

• Ability to work independently as well as in a team environment.

• Process-oriented and have great attention to detail with the ability to multitask.

• Proven ability to work on tasks independently whilst contributing to the team goals.

• Confidence inengaging with members and external stakeholders maintaining a pleasant phone manner and great attitude.

• Ability to perform fundamental computer tasks with advanced skills in Word Outlook and Excel.

• Demonstrated ability to provide exceptional customer service.

• Exhibits exceptional conflict resolution abilities and remains calm and positive when managing challenging situations.

• Demonstrated experience in outbound service contact centre teams.

• Understanding of thesuperannuation and financial services industry.

• Commitment to continuously expanding and updating knowledge.

• Ability to coordinate workflow and meet deadlines.

• Friendly people-focused person who enjoys exceeding customer expectations.

• RG 146 complaint or commitment to undertaking study (desirable)

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 @ 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.