SS&C Technologies seek a Complaints Handler to join our team in Bristol. Being the point of contact for the investigation and resolution of all complaints received by SS&C by telephone or in written format, whilst complying with SLAs and regulatory requirements. To be considered for this role you will require a strong background in complaints resolution and financial experience would also be an advantage., * Investigate complaints thoroughly and document findings.
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Discuss outcome of investigation with the complainant by telephone.
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Where required, write to the complainant to explain your findings, using agreed templates.
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Liaison between Client, Customers, Client Service Managers (CSMs), Compliance and administration areas, concerning the resolution of complaints.
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Establish and record complaints root cause data to provide Management with analysis and regular feedback.
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Ensuring culture of TCF and Consumer Duty adhered to at all times.
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Resolution of all complaints within SLA, meeting KPIs and complying with regulatory deadlines and rules.
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Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner.
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Ensure all work is reviewed prior to submission for quality checking to minimise re-work.
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Alert team manager to any trends detected whilst resolving a complaint.
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Timely escalation in the event of serious complaints and potential problems which may impact adversely on the Complaint’s team’s ability to meet SLA’s and or regulatory requirements.
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Assesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution.
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Follow documented department procedures and Client specifics.
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Effective organisation:
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Respond positively to the goals of the Client and Client Services complaints.
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Meet regularly with your Manager to discuss issues and ideas.
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Display flexibility and adaptability at all times in response to the challenging, changing environment.
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Service Delivery:
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Ensure SS&C meets Clients expectations in line with SLAs.
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Strive to exceed minimum quality standards.
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All contact with the clients and their customers must be of the highest standard, either verbal or written.
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To carry out other duties as directed.
SS&C quality
All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:
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To be quality driven, aiming for 100% accuracy and timeliness of delivery.
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To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer.
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To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance.
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To observe proper standards of market, business, and personal conduct, demonstrating integrity in the execution of duties.
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To communicate and promote the values which reinforce and support a consistent quality culture.
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 diverse workforce in the widest sense.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from head-hunters, recruitment agencies, or fee-based recruitment services.
Background Checks
Contact Detail:
Ss&c Technologies, Inc. Recruiting Team
