CS Complaints Associate

The Complaints Associate will be part of a team responsible for investigating and resolving all complaints received by SS&C via telephone and written format. This role requires strong communication skills and attention to detail to ensure compliance with SLAs and statutory regulations. The associate will document findings, discuss outcomes with complainants, liaise with various internal and external stakeholders, and establish root cause data for analysis, ensuring a culture of Treating Customers Fairly (TCF).

Must Have

• Investigate complaints thoroughly and document findings
• Discuss outcome of investigation with the complainant by telephone
• Write to the complainant to explain 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
• Assesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution
• Follow documented department procedures and Client specifics
• Respond positively to the goals of the Clients and Client Services Complaints
• Meet regularly with your manager to discuss issues and ideas
• Display flexibility and adaptability always in response to the challenging, changing environment
• Ensure SS&C meets Client expectations in line with Service Level Agreements (SLAs)
• Strive to exceed minimum quality standards in line with house styles
• All contact with Clients and their customers must be of a high standard, whether written or verbal
• 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

Perks & Benefits

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

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 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 Clients and Client Services Complaints
• Meet regularly with your manager to discuss issues and ideas
• Display flexibility and adaptability always in response to the challenging, changing environment

• Service Delivery:
• Ensure SS&C meets Client expectations in line with Service Level Agreements (SLAs).
• Strive to exceed minimum quality standards in line with house styles.
• 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 employee's 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