AddressSS&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.
In Australia, SS&C is predominately located in Melbourne and Sydney and has 600+ employees. Most of the Australian division are working on Unit Registry (referred to as Transfer Agency around the world) technology and services. SS&C Managed Funds Administration (MFA) is the largest provider of Unit Registry services in Australia, providing Fund Manager, Custodians and end to end service offering.
About the Role
As a Client Solutions Representative (CSR), you will act as an ambassador and face of the organisation and be responsible for the provision of high-quality Custodian, Fund Manager, Adviser and Investor service delivery via phone and written correspondence. This role is responsible for completing day to day reporting requests and responding to client queries within the agreed SLA and for managing allocated client mailboxes.
This role requires active monitoring of assigned client service inquiries (phone or written), ensuring client response times are met or exceeded, along with identifying any issues and escalating to the CSM and Management as required. You will develop rapport and maintain strong relationships with allocated clients, Custodians, Fund Managers, Advisers and Investors, ensuring all client expectations are continually being met or exceeded.
You will demonstrate a developing functional knowledge to evaluate the implications of issues and make recommendations for solutions. Over time, you'll be expected to guide less experienced team members and recommend new procedures.
Role Responsibilities
Provide assistance to Fund Managers as well as Investors and Advisors to facilitate the operations of daily managed funds transactions processing
Provide proactive and innovative solutions to customers
Senior level support representative, performing tasks of a moderate level of difficulty that require independent judgement
Client queries and escalation resolution
Receiving and resolving client phone enquiries
Resolution of queries/escalations in-line with agreed timeframes (Internal and External)
Direct Contact with Fund Managers, Investors and Advisors
Monitor and resolve queries in Client Mailbox and Workflow Systems
Liaise with Advisors and Clients to fulfil service and processing requests within SLA's
About You
Capable of working independently and proactively, managing workload and prioritising multiple requests within a timely manner
Analysis/problem solving skills; thoroughly thinks out and evaluates alternatives, innovative problem resolution, pro-active approach and the initiative to resolve problems
Excellent written and verbal communication skills
Proven capability to manage client requests and drive to agreed outcomes
Proficient in Microsoft Office Suite
High level of accuracy and attention to detail
Possess a can-do approach and an ability to operate effectively within a dynamic and high performing environment
Knowledge and experience with AML/KYC principles
Investor/Adviser query resolution experience
Experience in Funds Management/Unit Registry or Superannuation Administration (preferred)
Experience in Operations/Client Service Areas (preferred)
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 offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. 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.
