Customer Complaint Resolution Specialist

4 weeks ago

Stirling, Stirling, United Kingdom SS&C Technologies Holdings Full time
Position Overview

SS&C Technologies Holdings is a prominent global provider of investment, financial services, and software solutions tailored for the financial services and healthcare sectors. Recognized on the Fortune 1000 list as a leading U.S. company by revenue, SS&C operates from Windsor, Connecticut, employing over 27,000 professionals across more than 90 locations in 35 countries. Our services are utilized by approximately 18,000 organizations, ranging from major institutions to local enterprises, to manage and account for their investments effectively.

Role Responsibilities

  • Conduct thorough investigations and resolve customer complaints by analyzing all relevant facts and documentation, collaborating with both internal and external stakeholders to gather necessary information.
  • Draft clear, concise, and informative written communications that effectively convey the resolution process.
  • Exhibit a comprehensive understanding of FCA complaint regulations (DISP) along with internal and industry standards for managing and reporting complaints.
  • Engage proactively in enhancing client experiences by providing constructive feedback.
  • Respond swiftly to information requests while managing individual caseloads within established service level agreements.
  • Communicate findings with customers via phone to reach a consensus on resolutions prior to issuing a Final Response Letter.

Ideal Candidate Profile

  • A customer-centric individual who excels in effective communication with both clients and colleagues.
  • A demonstrated problem solver and decision-maker who embraces challenges and navigates objections confidently.
  • Experience in financial services and/or complaint management is essential due to the nature of the role.
  • A proactive approach complemented by a friendly and empathetic phone demeanor.
  • Exceptional attention to detail and the ability to perform under pressure while adhering to tight deadlines.
  • Strong organizational skills to manage multiple cases with competing priorities efficiently.

Diversity and Inclusion

We are committed to fostering a diverse workforce and encourage applications from individuals of all backgrounds, particularly those from under-represented groups. We believe that a variety of perspectives enriches our discussions and decision-making processes.

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