Client Services

3 weeks ago

Burnley, United Kingdom DST Systems Full time

Overview
SS&C is a third-party administrator for several well-known financial institutions, processing the various requests, and fulfilling the needs of our clients’ end investors. Our complaints team handles the processing of escalated issues which require a more deft touch, and meticulous attention to detail.

We are passionate about what we do and therefore looking for a complaints specialist who can provide excellent customer service, have a high level of attention to detail; but most of all, a passion for our business and provide the best customer experience possible, as well as the ability to effectively manage responsibilities with regards both investigation and resolution of complaints.

About the role
As team leader, you will be responsible for managing a team of specialists in the client services complaints department, whose main responsibilities include the investigation and resolution of all complaints received by SS&C by telephone or in written formats. This includes, but is not limited to:

- Liaison between Clients, Customers, your team, Client Service Managers (CSMs), SS&C Group Compliance and administration areas, concerning the resolution of complaints
- Effectively manage the team's workload
- Ensure KPIs are being achieved, & SLAs are being met
- 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
- Establish and record complaints root cause data to provide Management with analysis and regular feedback

**_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._**

Who we are
**About SS&C Technologies**

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.

**SS&C GIDS**

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.

Package Description
- Competitive starting salary, followed by regular reviews and increases, as milestones are met.
- Fully paid training and qualifications
- Competitive holiday policy
- 6% employer pension scheme contribution
- Life Assurance (4 x salary)
- Single person healthcare
- Flex benefits scheme
- Discount scheme
- Sports and Social groups

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