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Complaints Resolution Specialist

2 months ago

North East Glasgow, United Kingdom SS&C Technologies Full time
Job Description

SS&C Technologies is a leading provider of investment, financial services, and software solutions for the financial services and healthcare industries.

Company Overview

As a global company, SS&C has a strong presence in over 90 offices across 35 countries, employing over 27,000 professionals. Our clients include some of the world's largest institutions and local firms, who rely on our products and services to manage and account for their investments.

The Complaints Team

The Complaints Team at SS&C is responsible for overseeing the administration of all complaints received by the company. Our team works diligently to resolve complaints in a timely manner, while maintaining a high level of customer service.

Job Summary

We are seeking a skilled Complaints Resolution Specialist to join our team. As a Complaints Resolution Specialist, you will be responsible for investigating, reviewing, and resolving customer complaints related to investment products, including Unit Trusts, Investment Trusts, ISAs, Pensions, and Insurance Products.

Key Responsibilities

  • Investigate and resolve customer complaints in a fair and timely manner
  • Accurately review and analyze all facts and related documentation to resolve complaints
  • Partner with internal and external stakeholders to source information and resolve complaints
  • Demonstrate knowledge of FCA complaints rules (DISP) and internal and industry requirements for handling and reporting complaints
  • Actively engage in improving client experiences through quality feedback
  • Respond promptly to requests for information and manage individual case load within agreed service levels
  • Discuss findings with customers to agree resolution and provide a Final Response Letter

Requirements

  • Experience in financial services and/or complaints handling
  • Pro-active approach and friendly, empathetic phone manner
  • Ability to work in a fast-paced environment and prioritize tasks effectively

What We Offer

SS&C Technologies is an equal opportunities employer and welcomes applications from diverse backgrounds. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.