PA2024CCMFA3 - Contact Centre Officer

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

Primary purpose

You will be the first point of contact for all inbound calls from customers and be responsible for delivering an exceptional customer service experience. This is a key role in the support we provide to our customers and great opportunity to learn about Managed Fund Administration service and build the foundation for a long-term career in financial services.

You will also be responsible for the provision of high-quality service delivery via written correspondence and act as an ambassador and face of the organisation to Advisers and Investors.

Nature and scope

The person in this role develops rapport and maintains strong relationships with advisers and investors. This role requires active monitoring of service inquiries (via phone or written) from advisers and investors, ensuring client response times are met or exceeded, identifying any issues and escalating to the management as required.

Key responsibilities

• Answering incoming calls, emails and messages, and assisting customers with their specific inquiries
• Identifying requirements and recording information into computer systems
• Resolution of queries/escalations in-line with agreed timeframes (internal and external).
• Making outbound calls to investors and advisers
• Direct contact with investors and advisors
• Monitor and resolve queries in client mailbox and workflow systems
• Liaise with advisors and investors via email and outbound calls to fulfil service and processing requests within SLA’s
• Develop a sound product knowledge of our offerings and services

Key performance indicators

Performance against target for:

• Client satisfaction levels (client feedback and RAG status provided monthly from our clients)
• Achievement of agreed client service metrics for all clients, including;
  • Average speed of answer
  • Abandonment rate
  • Grade of Service (GOS)
  • Delivery of reporting
• Timely and effective support provided to clients both internal and external
• Escalation procedure is followed at all times
• No evidence of personal and or general advice of any nature

Skills and competencies

• Client focus: communicates professionally and proactively, sees issues from customer’s perspective with excellent interpersonal skills
• Ideally you have a strong background in customer service, sales or retail within financial services industry or a similar fast paced customer environment where you've been supporting customers with complex solutions or products
• You are genuinely passionate about delivering excellent customer service and driven by achieving set targets and KPIs to the highest of standards
• You demonstrate an ability to quickly learn and navigate in-house systems and database
• You're a team player with a motivated approach, you will be part of a friendly, positive environment with ample coaching to help achieve success
• Excellent written and verbal communication
• High level of accuracy and attention to detail
• Proficient in Microsoft Office Suite

Knowledge and experience

• Previous experience in a customer service or contact centre role is required
• Previous experience in financial services industry is advantageous
• Exceptional empathy, resilience, and ability to remain calm under pressure
• Strong active listening skills and willingness to provide support and assistance to clients in distress
• Previous experience in complaints handling is highly desirable
• Ability to work collaboratively in a team environment and adapt to changing priorities
• Knowledge and experience with AML/KYC is advantageous

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.