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Complaints Resolution Specialist

2 months ago

London, Greater London, United Kingdom SS&C Technologies Full time
Job Title: Complaints Handler

SS&C Technologies is a global leader in the financial services industry, providing innovative solutions for investment, financial services, and software. As a Complaints Handler, you will play a critical role in ensuring exceptional customer experiences by resolving complaints in a timely and professional manner.

Key Responsibilities:
  • Investigate and resolve customer complaints through thorough analysis of facts and documentation, collaborating with internal and external partners as needed.
  • Develop and deliver clear, concise, and well-organized written communications to customers and stakeholders.
  • Stay up-to-date with FCA complaints rules (DISP) and internal/industry requirements for handling and reporting complaints.
  • Engage in quality feedback to continuously improve client experiences.
  • Respond promptly to requests for information and manage individual case loads within agreed service levels.
  • Discuss findings with customers to agree on resolutions and provide Final Response Letters.
Requirements:
  • Customer-focused individual with excellent communication skills.
  • Proven problem-solving and decision-making skills with the ability to overcome objections.
  • Experience in financial services and/or complaints handling.
  • Proactive approach with a friendly, empathetic phone manner.
  • Excellent attention to detail and ability to work under pressure within tight timescales.
  • Organized to manage competing priorities and multiple cases.
What We Offer:

At SS&C Technologies, we value diversity and welcome applications from under-represented groups. We strive to create a workforce that reflects the diversity of our customers and communities. If you are a motivated and customer-centric individual looking for a challenging role, we encourage you to apply.