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Complaints Investigator

Please Note: The application deadline for this job has now passed.

Job Introduction

Investigation and resolution of all complaints received by SS&C by telephone or in written format, whilst complying with SLA’s and Regulatory requirements.

  • 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

Effective organisation:

 

  • Respond positively to the goals of the Clients and Client Services Complaints
  • Meet regularly with your Manager to discuss issues and ideas
  • Display flexibility and adaptability at all times in response to the challenging, changing environment

Service Delivery:

  • Ensure SS&C meets Client expectations in line with Service Level Agreements (SLAs).
  • Strive to exceed minimum quality standards in line with house styles.
  • All contact with Clients and their customers must be of a high standard, whether written or verbal
  • To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.

Role Responsibility

Now is the time to join SS&C as we build and grow due to continued sucess in our marketplace.

SS&C are a Global provider of investment and financial services and now we need people to join our Complaints Investigatiom Team.

We are keen to speak with inviduals who have experience of complaints investigation, preferably within a Financial Services environment.

No two days are the same for our complaints team.

 

The Ideal Candidate

Essential:

  • Ability to investigate, summarise and express findings in writing or verbally
  • Analytical ability to determine root cause of complaint and make recommendations
  • Good proven letter writing skills
  • Ability to work as part of a team
  • Good personal organisational skills to administer complaints within SLA
  • Intermediary knowledge of WORD & EXCEL
  • Attention to detail and ability to work under pressure within tight timescales
  • Excellent communicator in writing, by telephone and face to face
  • Good verbal reasoning and numeric skills
  • Truly customer focused
  • Great attention to detail
  • Detailed knowledge of ISA, Unit Trust, OEIC or Investment Trust administration

Desirable:

  • 1 years’ experience in complaint handling within a customer service environment
  • Knowledge of FCA regulatory environment
  • IOC Introduction qualification

Package Description

  • Flexible Holiday Allowance
  • Life Assurance (4 x salary)
  • Private Healthcare 
  • Flex benefits scheme
  • On site parking and excellent transport links
  • Cafeteria
  • Landscaped grounds, with outdoor break out areas

About the Company

SS&C (formerly known as DST) is a global provider of investment and financial services as well as 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 organisations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.
All offers of employment at SS&C are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. 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.

SS&C

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