CS Complaints Associate PA2025Q3GCC022

SS&C Technologies; Basildon; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services and healthcare tech firm in Basildon is seeking a Complaints Associate to investigate and resolve client complaints effectively. The ideal candidate should have strong communication and analytical skills, attention to detail, and the ability to work under pressure. Responsibilities include discussing outcomes with clients, documenting findings, and ensuring compliance with service level agreements. This hybrid role offers an engaging work environment and various employee benefits, including flexible vacation time and professional development reimbursement.

Benefits

Hybrid Work Model

Professional Development Reimbursement

Flexible Time Off

Medical, Dental, and Vision Benefits

Employee Assistance Program

Parental Leave

Discounts on fitness clubs and travel

Qualifications

• Ability to investigate and express findings in writing or verbally
• Good letter writing skills
• Attention to detail and ability to work under pressure

Responsibilities

• Investigate complaints and document findings
• Discuss outcomes with complainants via telephone
• Write to complainants using agreed templates
• Liaison between Clients and internal teams regarding complaints
• Ensure compliance with SLAs and regulatory guidelines

Skills

Investigative skills

Communication skills

Analytical skills

Attention to detail

Teamwork

Organizational skills

Customer focus

Letter writing

Tools

Microsoft Word

Microsoft Excel

Job description

Overview

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations rely on SS&C for expertise, scale, and technology.

Job Title: Complaints Associate

Locations: Essex / Hybrid

Get To Know the Team

The complaints team investigates and resolves all complaints received by SS&C by telephone and written format. Therefore strong communications skills and attention to detail are essential to ensure compliance with SLAs and statutory regulations. 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

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.