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Complaints Administrator

5 months ago

Stirling, United Kingdom DST Systems Full time

Overview
SS&C is the largest global investor service provider, servicing more than 55 million investors. Continually investing in global technology and services across the spectrum of distribution channels including: Asset Managers, Financial Advisors, Wealth Managers and large financial institutions such as Banks and Insurers. Investor servicing is offered in many different countries, including the U.S., Canada, U.K., Ireland, Luxembourg, Australia, Hong Kong and Singapore. SS&C also services mutual fund structures in many other fund domiciles.

Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing, including contact centre, using digital services.

Your primary role will be to investigate, accurately review and log customer complaints. We are looking for individuals with good attention to detail and understanding of regulatory complaints.

About the role
**Responsibilities**
- Analysis of work being directed to the complaints team and accurate logging within regulatory timescales.
- Demonstrating knowledge of FCA complaints rules (DISP) and internal and industry requirements for handling and reporting complaints
- Actively engaging in improving client experiences through quality feedback
- Responding promptly to requests for information and managing team case load within agreed service levels
- Discussing case work where clarification is needed to ensure work is accurately raised. This may be internal or involve telephone calls externally
- Maintaining accurate records of work being directed to the complaints team
- Reporting of daily data to line manager
- Identifying and escalating of any issues relating to our workload including any late reporting
- Redirecting work timely and accurately where cases have been incorrectly directed to the complaints team

**kills/requirements**:

- You will be a customer focused individual who enjoys communicating effectively with customers and colleagues alike
- You will be a proven problem solver and decision maker who enjoys doing this and is not afraid to overcome objections that might arise
- Due to the nature of the role, you will require experience within financial services and/or complaints handling
- You will have a pro-active approach and a friendly, empathetic phone manner
- You will have an excellent eye for detail and ability to work under pressure within tight timescales
- You will be organized to allow you to effectively manage different cases with competing priorities
- You will have good communication skills and be able to provide clear information both verbally and in writing
- Knowledge of Risk Online and Bluedoor systems as well as Microsoft Office would be advantageous

Who we are
**EEO Statement / Non-agency Disclosure**

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.

Package Description
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.