Complaint & Incident Senior Associate

What You Will Get To Do:

• Complaint Handling & Resolution

  • Investigate, provide redress recommendations, and resolve written or telephone complaints, including complex or sensitive cases, in line with FCA and internal complaint handling SLAs and process standards.
  • Liaise across multiple business areas to perform intensive and thorough investigation of a complaint, displaying end-to-end ownership of the customer outcome.
  • Prepare and conduct resolution telephone calls and letters which uphold high standards of clarity, professionalism, and regulatory accuracy.

• Regulatory Breach & Incident Investigation

  • Perform identification, assessment, documentation, and resolution of potential regulatory breaches and incidents.
  • Maintain accurate records of breaches and incidents and track the status of open actions.

• Continuous Improvement

  • Perform root cause analysis to identify trends, themes, and emerging risks from complaints and incidents.
  • Collaborate cross-functionally to share insights and support initiatives that support high quality across the team, reducing complaint drivers and preventing recurrence of incidents.

What You Will Bring:

• Previous experience within financial services, with working knowledge of FCA DISP, CASS, Consumer Duty, and other regulatory rules. Desirable to have qualifications to support.
• Excellent verbal and written communication, with the ability to understand and explain complex matters clearly and concisely.
• Customer focused, displaying empathy and integrity in dealing with sensitive or vulnerable customer cases.
• High attention to detail and strong analytical skills, with a curiosity to get things right. Desirable to have exposure to root cause analysis or continuous improvement frameworks.
• Strong stakeholder engagement skills and an ownership driven, solutions-focused approach.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

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.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.