PA2025MFACC5 - Contact Centre Officer

SS&C Technologies

Feb 9

Applications are closed

Job
Full-time
Junior & Mid Level
Customer Relations
Banking & Finance
Melbourne

Requirements

Communicates professionally and proactively, understanding issues from the customer's perspective, with excellent interpersonal skills.
Previous experience in a customer service or contact centre role is required.
Previous experience in the financial services industry is advantageous.
Strong background in customer service, sales, or retail, ideally within the financial services industry or a similarly fast-paced customer environment, supporting complex solutions or products.
Genuinely passionate about delivering exceptional customer service, driven to achieve set targets and KPIs with the highest standards of performance.
Demonstrates exceptional empathy, resilience, and the ability to remain calm under pressure.
Strong active listening skills with a willingness to provide support and assistance to clients in distress.
Previous experience in complaints handling is highly desirable.
Demonstrates a quick ability to learn and navigate in-house systems and databases effectively.
A motivated team player who thrives in a collaborative environment and adapts to changing priorities with ease.
Exhibits excellent written and verbal communication skills.
Maintains a high level of accuracy and attention to detail in all tasks.
Knowledge and experience with AML/KYC processes is advantageous.
Proficient in Microsoft Office Suite, ensuring efficiency in daily operations.
Please Note, to be considered candidates must hold Australian or New Zealand Citizenship or have Permanent Residency.

Responsibilities

Responding to incoming calls, emails, and messages, providing efficient and professional assistance to customers.
Identifying customer requirements and recording information accurately in computer systems.
Resolving queries and escalations within agreed timeframes, adhering to escalation procedures at all times.
Making outbound calls to investors and advisers, fostering direct communication and strong relationships.
Monitoring and addressing queries in client mailboxes and workflow systems promptly.
Liaising with advisors and investors to fulfil service and processing requests within SLA commitments.
Developing a thorough understanding of our offerings and services to ensure accurate and insightful assistance.
Maintain high client satisfaction levels, measured through feedback and RAG status reports provided monthly by clients.
Achieve agreed client service metrics, including:
Average speed of answer
Abandonment rate
Grade of Service (GOS)
Delivery of accurate and timely reporting
Provide timely and effective support to both internal and external clients.
Ensure strict adherence to compliance requirements, avoiding any evidence of personal or general advice.

FAQs

What is the job title for this position?

The job title is Contact Centre Officer (PA2025MFACC5).

Where is SS&C headquartered?

SS&C is headquartered in Windsor, Connecticut.

What type of contract is this position?

This is a 6-month fixed-term contract.

What are the main responsibilities of the Contact Centre Officer?

The main responsibilities include responding to customer calls and inquiries, resolving queries, maintaining client satisfaction levels, and ensuring adherence to compliance requirements.

What experience is required for this role?

Previous experience in a customer service or contact centre role is required, and experience in the financial services industry is advantageous.

Is there a focus on diversity and inclusion within the company?

Yes, SS&C is committed to welcoming, celebrating, and thriving on diversity.

What benefits are offered to employees?

Benefits include flexibility with a hybrid work model, income protection insurance, private health insurance discounts, generous bereavement and compassionate leave, and more.

What skills are essential for this position?

Essential skills include excellent communication, empathy, active listening, attention to detail, and proficiency in the Microsoft Office Suite.

Are there any citizenship or residency requirements for applicants?

Yes, candidates must hold Australian or New Zealand Citizenship or have Permanent Residency to be considered.

How can applicants apply for this position?

Applicants can apply directly through the SS&C Careers page on their corporate website at www.ssctech.com/careers.

Does SS&C accept unsolicited resumes from recruitment agencies?

No, SS&C will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services unless explicitly requested.

SS&C Technologies

Technology

Industry

10,001+

Employees

Mission & Purpose

SS&C is a leading global provider of mission-critical, cloud-based software and solutions for the financial and healthcare industries. Named to the Fortune 1000 list as a top U.S. company based on revenue, SS&C (NASDAQ: SSNC) is a trusted provider to more than 20,000 financial services and healthcare companies, with over 25,000 employees and operations in more than 40 countries. Built upon a foundation of expertise, innovation and excellent customer service, SS&C powers some of the largest financial and healthcare firms in the world.