Contact Centre Officer

SS&C is a global provider of investment and 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.

Job Description

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 organisations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

SS&C is the largest global investor service provider, servicing over 55 million investors, continually investing in global technology and services across the spectrum of distribution channels including Asset Managers, Financial Advisors, Wealth Managers and large financial institutions such as Banks and Insurers. Investor servicing is offered in many different countries, including the U.S., Canada, U.K., Ireland, Luxembourg, Australia, Hong Kong and Singapore. SS&C also services mutual fund structures in many other fund domiciles.

Global Investor and Distribution Solutions (GIDS) is the business unit offering this role. GIDS delivers global omni-channel investor servicing, including a contact centre, using digital services.

Get To Know The Team:

Join our amazing team, striving to exceed client expectations with every interaction. As a Contact Centre Officer, you will be responsible for handling incoming and outgoing customer communications via phone, email, chat etc. You will answer and respond to general advice enquiries, customer complaints, and follow-ups, and aim for first-call resolution. The role requires you to engage with potentially vulnerable members and recognise and understand the unique needs and value of different customers and customer segments. You will also enjoy a flexible hybrid working model and a business casual dress code.

What You Will Get To Do:

You will be required to learn about our products and services and effectively communicate this information to customers. Additionally, you will build strong working relationships with internal stakeholders, team members, and other operational staff.

• Answer and respond to general advice enquiries and proactively capture feedback and data obtained during the interactions.
• Demonstrate a high level of problem-solving ability through strong knowledge and understanding of the superannuation industry and relevant legislation to identify complex business situations and recommend appropriate solutions where required.
• The timely response to all correspondence from members
• Responsible for proactive telephone contact with customers in line with approved outbound campaigns
• Complete administrative and ad hoc duties as allocated to support the efficient operation of the business.
• Identify continuous improvement initiatives and proactively contribute to a best-in-class business culture.
• Assist members and beneficiaries in a time of need with empathy and in a professional manner.
• Comply with Fund and regulatory requirements, completion of ongoing education as per training plan and AFSL requirements.
• Maintain members' details.
• Achievement of KPIs, SLA’s and targets
• Attend to member enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.
• Participate in training and upskilling to build knowledge and skills within yourself and the team.
• Be an active team player and contribute positively and collaboratively to the success of shared team goals.
• Agent Support: Answer ad-hoc agent/team enquiries via phone/chat while also handling escalations.
• Ad hoc specialised project support & UAT testing for campaign management.
• Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.
• Maintain a positive attitude and commitment to working in a hybrid working environment.
• Must be willing to work onsite with a minimum of two days per week with initial training onsite 5 days per week.
• Centre Operating hours are 8 am to 6 pm with rotating shifts.

What You Will Bring:

• Excellent communication skills both written and verbal.
• Ability to work independently as well as in a team environment.
• Process-oriented and have great attention to detail, with the ability to multi-task.
• Proven ability to work on tasks independently, whilst contributing to the team goals.
• Confidence in engaging with members, and external stakeholders maintaining a pleasant phone manner and great attitude.
• Ability to perform fundamental computer tasks, with advanced skills in Word, Outlook, and Excel.
• Demonstrated ability to provide exceptional customer service.
• Exhibits exceptional conflict resolution abilities and remains calm and positive when managing challenging situations.
• Demonstrated experience in outbound service contact centre teams.
• Understanding of the superannuation and financial services industry.
• Commitment to continuously expanding and updating knowledge.
• Ability to coordinate workflow and meet deadlines.
• Friendly, people-focused person who enjoys exceeding customer expectations.
• RG 146 complaint or commitment to undertaking study (desirable)

Recruitment Process

• MS Teams Screening – TA Partner
• 1 Hour Behavioral Interview – Hiring Manager/s
• Offer

Please Note: Successful candidates will be required to start on 13th January 2025

Why You Will Love It Here

At SS&C, we offer an exceptional array of benefits and incentives designed to ensure our employees feel valued and supported.

• SS&C Advantage a comprehensive reward and wellness platform
• Income protection insurance and salary continuance
• Death and TPD insurance (Available through SS&C Superannuation Fund)
• Private Health Insurance discount
• Generous Bereavement & Compassionate Leave
• Primary & Secondary carers paid parental leave
• Focused on Mental Health
• Hybrid Working Model

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 a 5-year employment history, proof of eligibility to work in the 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.

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.