Wealth Platform Customer Services Specialist

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

SS&C Financial Services – Customer Service Specialist (Wealth Platforms) Basildon

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 Role

•      To deliver client services function through inbound calls, outbound calls and email / tickets to customers using the platform.

Specific Duties:

•      To provide an effective and efficient service to internal and external customers through multiple communication channels

•      To engender a culture of pride, commitment and dedication to deliver a truly outstanding level of Customer Experience in every aspect of their role

•       Making outbound calls to improve the service or capture more information as required

•       Achieve SLAs and Key Performance Indicators, both in terms of quality, productivity and accuracy of information given to the Customer.

•       To commit to personally putting the Customer first and always providing excellent customer service.

•      Develop an understanding of all client profiles/products to be able to deliver an outstanding customer service

•      Must actively seek & respond to feedback. Use service failures both internally & externally as an educator to improve our process, procedures & overall service to the customer

•      Attend and contribute at regular team meetings and scrums

•      Assist in the planning and implementation of agreed initiatives/process changes, as directed by your line Manager

•      Be flexible and adaptable at all times in response to the challenging, changing environment.

Additional Duties:

•    Ensure the highest level of Customer Service and professionalism is provided at all times, by building and sustaining key internal relationships

•      To ensure SS&C platform Solutions operationally meet and exceed business requirements and client expectations.  Continually innovate and collaborate with internal and external stakeholders

•      A flexible attitude at all times in response to visiting client locations

•      Suggest system enhancements and procedural improvements

•      Maintain an approachable and visible persona at all times, assisting drive for excellence through quality and productivity. 

•      Employees are expected to exercise due care and diligence, ensuring the areas the incumbent is responsible for are organised and controlled

•      Employees are required to observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties

•      Strives to achieve & exceed targets, sharing best practices throughout

•      Pursues and takes responsibility for personal development

•      Displays respect for self & other colleagues, enhancing credibility

Key Behaviours

•      Acts on own initiative and can manage their own time effectively

•      Strong communication skills both written and verbal

•      Comfortable in achieving deadlines and being transparent with any workload constraints

•      Good working knowledge of SS&C Hubwise products and services

•      Ability to work independently and collaboratively

Regulatory

•      To exercise due care and diligence

•      Uphold responsibilities for risk and business continuity practices within your role

•      To comply with the regulatory regimes in which SS&C operates (Data Protection, Financial Crime Prevention regulations and CASS)

•      To attend required training

•      Ensure all activities are undertaken in accordance with procedures & controls, and that any changes to activities implications are considered

•      To escalate issues or potential breaches to Line Manager

•      To provide feedback with regards to the effectiveness of procedures, controls and MI, including contributing to the annual review of procedures

Quality

•      All employees are accountable for the delivery of a Quality service that meets drivers for excellence in all their work activities

•          To be quality driven, aiming for 100% accuracy and timeliness of delivery

•      To provide a quality service and meet expectation of the customer (internal and external)

•      To review processes and practices within your role to propose change and improvement where individual and team performance are being affected

•      To observe the standards of market, business and personal conduct and demonstrate integrity in your execution of duties

•      To communicate and promote the corporate values to reinforce and support a consistent level of quality

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.

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.