Contact Centre Officer

7 days ago

Melbourne, Victoria, Australia SS&C Solutions Pty Limited Full time

Job Title: Contact Centre Officer

Company: SS&C Solutions Pty Limited

Job Description:

As a Contact Centre Officer at SS&C Solutions, you will be the first point of contact for all inbound calls from customers and be responsible for delivering an exceptional customer service experience. This role is a key part of the support we provide to our customers and offers a great opportunity to learn about our Managed Fund Administration service and build the foundation for a long-term career in financial services.

You will also be responsible for providing high-quality service delivery via written correspondence and acting as an ambassador and face of the organisation to advisers and investors.

Responsibilities:

  • Answering incoming calls, emails and messages, and assisting customers with their specific inquiries
  • Identifying requirements and recording information into computer systems
  • Resolution of queries/escalations in-line with agreed timeframes (internal and external)
  • Making outbound calls to investors and advisers
  • Direct contact with investors and advisors
  • Monitoring and resolving queries in client mailbox and workflow systems
  • Liaising with advisors and investors via email and outbound calls to fulfil service and processing requests within SLA's
  • Developing a sound product knowledge of our offerings and services

Requirements:

  • Previous experience in a customer service or contact centre role is required
  • Previous experience in financial services industry is advantageous
  • Exceptional empathy, resilience, and ability to remain calm under pressure
  • Strong active listening skills and willingness to provide support and assistance to clients in distress
  • Previous experience in complaints handling is highly desirable
  • Ability to work collaboratively in a team environment and adapt to changing priorities
  • Knowledge and experience with AML/KYC is advantageous

SS&C Solutions offers excellent benefits, including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Solutions is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, colour, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

What We Offer:

  • A competitive salary and benefits package
  • The opportunity to work with a leading provider of investment and financial services and software
  • A dynamic and supportive work environment
  • Ongoing training and professional development opportunities

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