Complaints Lead Associate (PA24CHAQ4003)

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 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

SS&C Technologies seek a Complaints Handler to join our team in Bristol. Being the point of contact for the investigation and resolution of all complaints received by SS&C by telephone or in written format, whilst complying with SLAs and regulatory requirements. To be considered for this role you will require a strong background in complaints resolution and financial experience would also be an advantage.

About SS&C Technologies

SS&C is a global provider of investment, 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 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Responsibilities:

• 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.
• Liaison between Client, Customers, Client Service Managers (CSMs), 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  and Consumer Duty adhered to at all times.
• 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.
• Timely escalation in the event of serious complaints and potential problems which may impact adversely on the Complaint’s team’s ability to meet SLA’s 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:

• Respond positively to the goals of the Client and Client Services complaints.
• Meet regularly with your Manager to discuss issues and ideas.
• Display flexibility and adaptability at all times in response to the challenging, changing environment.

• Service Delivery:

• Ensure SS&C meets Clients expectations in line with SLAs.
• Strive to exceed minimum quality standards.
• All contact with the clients and their customers must be of the highest standard, either verbal or written.
• To carry out other duties as directed.

SS&C quality

All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:

• To be quality driven, aiming for 100% accuracy and timeliness of delivery.
• To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer.
• To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance.
• To observe proper standards of market, business, and personal conduct, demonstrating integrity in the execution of duties.
• To communicate and promote the values which reinforce and support a consistent quality culture.

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a diverse workforce in the widest sense.

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

Background Checks

All offers of employment at SS&C are subject to background verification checks, including 5-year employment history, proof of eligibility to work in the hiring location, proof of address, credit check and criminal record check (where permitted by local law). The accuracy of all information you submit as part of your application is vital and may be used as part of the background-checking process should you be successful.

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 offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. 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.