SS&C Technologies
PA26INDRQ4038 Complaints Senior Associate
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Job Description
SS&C Financial Services – Complaints Investigator – Bristol/Hybrid
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 Financial Services
A leading innovator in alternative investment technology solutions and services, SS&C is also home to the industry’s largest fund administrator: SS&C GlobeOp, helping funds of all sizes from start-ups to today's largest funds. Named "Best Administrator: Technology" in the 2020 HFM US Services Awards. Across all of SS&C, we serve nearly $45 trillion in managed assets. We have assembled an exceptional team of fund accounting experts and equipped them with the industry’s leading technology, which SS&C built and supports.
Main purpose of the role
Investigation and resolution of all complaints received by SS&C by telephone or in written format, whilst complying with SLA’s and Regulatory requirements.
Specific duties
- 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
- Liaison between Clients, Customers, Client Service Managers (CSMs), SS&C Group Compliance and administration areas, concerning the resolution of complaints
- Establish and record complaints root cause data to provide Management with analysis and regular feedback
- Ensuring culture of TCF adhered to at all times
- Resolution of all complaints within SLA, meeting KPIs and complying with regulatory deadlines and rules
- Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner
- Ensure all work is reviewed prior to submission for quality checking to minimise re-work
- Alert team manager to any trends detected whilst resolving a complaint
- Application of the escalation procedure in the event of serious complaints and potential problem which may impact adversely on the Complaint’s team’s ability to meet SLA’s and or regulatory requirements
- Assesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution
- Follow documented department procedures and Client specifics
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EEO Statement / Non-agency Disclosure
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of 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.
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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.
Background Checks
All offers of employment at SS&C are subject to background verification checks, including 5-year employment history, proof of eligibility to work in hiring location, proof of address, credit check, and criminal record check (where permitted by local law). The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.
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.
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