Incident and complaint officer

1 day ago

Brisbane, Queensland, Australia SS&C Technologies Full time $104,000 - $150,000 per year

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 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.

Get To Know Us:

SS&C Global Investor Distribution Solutions (GIDS) provides information processing and computer software services and products. The Company's operating segments include financial markets, customer management, professional services, and output solutions. SS&C GIDS serves the alternative investments, asset and wealth management, banking and lending, insurance, and real estate industries.

Why You Will Love It Here

  • Flexibility: Hybrid Work Model
  • Your Future: Income Protection Insurance
  • Work/Life Balance: Flexible Time Off
  • Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
  • Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
  • Training: Hands-On, Team-Customised, including SS&C University
  • Extra Perks: Discounts on fitness clubs, travel and more

What You Will Get To Do:

We are seeking a detail-oriented and proactive Incident and complaint officer to join our team in the superannuation administration industry. The successful candidate will be responsible for managing and administering incidents and complaints across multiple clients. This role requires strong analytical skills, excellent time management, and a commitment to upholding a positive risk culture.

  • Support the Senior Manager, Remediation and the business in executing the incident and complaint management processes, ensuring timely and effective resolution.
  • Lead end-to-end incident and complaint management.
  • Conduct investigations and root cause analysis.
  • Prepare reports and analyse trends in incidents and complaints to identify areas for improvement.
  • Liaise with various business units to facilitate the resolution of incidents and complaints.
  • Managing and monitoring incidents and complaints raised by members, providing support and assistance to resolve the disputes in the required legislative timeframes.

What You Will Bring:

  • Experience in incident and complaints management within the superannuation industry.
  • In-depth knowledge of internal dispute resolution processes and familiarity with ASIC's Regulatory Guide (RG 271).
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • Experience in maintaining positive client relationships
  • High attention to detail
  • A team player who is committed to fairness, quality and continuous improvement.
  • Knowledge of superannuation and systems
  • Ability to adapt quickly to changing environments

We encourage applications from people of all backgrounds to enable us to bring diverse 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.

Thank you for your interest in SS&C If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @

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.

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