Description
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.
Job Description
Contact Centre Officer, Fund Services
Location: Melbourne, Australia | Hybrid
Get To Know Us:
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.
Why You Will Love It Here!
- Flexibility: Hybrid Work Model
- Your Future: Income Protection Insurance & Salary Continuance
- Work/Life Balance: Generous Bereavement & Compassionate leave
- 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-Customized, including SS&C University
- Extra Perks: Discounts on fitness clubs, travel and more!
What You Will Get To Do:
In this dynamic and fast-paced role, you will be the first point of contact for advisers and investors, delivering high-quality service across a high volume of queries. You'll play a critical role in maintaining trust and satisfaction by ensuring timely, accurate, and professional responses. This role requires agility, attention to detail, and a strong understanding of managed funds.
Key Responsibilities
First point of contact for all inbound calls and emails from investors and financial advisers, providing clear and accurate information on investment services, managed fund products, transactions and account detail
Manage and triage high volumes of incoming queries from investor mailboxes ensuring service level agreements (SLAs) are met.
Escalate complex or sensitive issues to relevant internal team leaders while maintaining ownership and follow-through.
Initiate outbound calls to follow up on investor and adviser requests, documentation, or transaction status.
Maintain detailed and accurate records of client interactions in internal systems to support compliance and service continuity.
Ensure all communications meet regulatory, compliance, and brand standards, with a focus on clarity and professionalism.
Develop and maintain deep product knowledge across managed funds and investment services to support informed client interactions.
Complete administrative and ad hoc tasks as allocated to support the efficient operation of the Contact Centre, including documentation, reporting, and system updates.
Comply with Fund and regulatory requirements, including completion of mandatory training and ongoing education as outlined in the training plan.
Effectively manage and triage customer complaints received via phone and email in accordance with SS&C's complaints policy and procedures, ensuring timely, fair, and compliant resolution (RG271)
Skills and Competencies
Exceptional communication skills, both verbal and written, with the ability to simplify complex financial information.
Strong customer service orientation, with a professional, empathetic, and solutions-focused approach.
Ability to thrive in a high-pressure, fast-paced environment, managing multiple systems and priorities simultaneously.
High attention to detail and accuracy, especially when handling sensitive investor data.
Resilience and emotional intelligence, particularly when managing multiple clients.
Team-oriented mindset, with a proactive and collaborative approach to problem-solving.
Adaptability and agility, with the ability to respond quickly to changing priorities and client needs.
What You Will Bring:
Knowledge and Experience
Minimum 3 years' prior experience in a contact centre or client services role within financial services or funds management is essential.
Experience in Nice telephony is highly desirable.
Understanding of managed funds and financial products is highly regarded.
Experience handling complaints and sensitive queries in a regulated environment is desirable.
Proficiency in Microsoft Office Suite and CRM/workflow systems.
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.
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