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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

Job Title: Complaints Associate

Locations: Essex / Hybrid

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.

• 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!

• 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 Complaints teams ability to meet SLAs 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 : o Respond positively to the goals of the Clients and Client Services Complaints
• o Meet regularly with your manager to discuss issues and ideas
• o Display flexibility and adaptability always in response to the challenging changing environment
• Service Delivery : o Ensure SS&C meets Client expectations in line with Service Level Agreements (SLAs).
• o Strive to exceed minimum quality standards in line with house styles.
• o 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 employees skills and abilities whenever reasonably instructed .

• 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 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.

IC

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Full-Time

years

1