As a leading financial services and healthcare technology company, SS&C is headquartered in Windsor, Connecticut. Some 20,000 financial services and healthcare organizations rely on SS&C for expertise, scale, and technology.
Job Description
Custodian and Fund Manager Service Delivery Representative
Locations: Melbourne/Sydney | Hybrid
About the Role:
The Custodian and Fund Manager Service Delivery Representative is responsible for providing high-quality service delivery via phone and written correspondence. This role acts as an ambassador and face of the organization, representing the company's values and commitment to excellence.
This role is responsible for completing day-to-day processing requests and responding to client queries within agreed SLA timeframes. The representative will manage allocated client mailboxes and resolve queries/escalations in line with agreed timeframes (Internal and External).
Main Responsibilities:
* Client queries and escalation resolution
* Receiving and resolving client phone queries
* 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
Key Skills and Qualifications:
* Excellent communication skills: communicate professionally and proactively, sees issues from customer's perspective with excellent interpersonal skills
* Workload management: capable of working independently and proactively, prioritizing multiple requests, timely completion of responsibilities and projects, adapting to changing priorities
* Analysis/problem solving skills: thoroughly thinks out and evaluates alternatives, innovative problem resolution, pro-active approach, initiative to resolve problems
* Communication skills: excellent written and verbal communication, organized thought processes, polite and respectful of others
* Judgement: makes appropriate and sound decisions after weighing alternatives; follows policies and procedures; thoughtful consideration for other's opinions; logical
* Innovation: generates and explores different, imaginative or unique approaches to solve client issues; thinks outside the box
* Client management: Proven capability to Manage Client Requests and drive to agreed outcomes
* Accuracy: High level of accuracy and attention to detail
* Proficient in Microsoft office suite
* Living our core corporate values of excellence/client focus, integrity & respect, teamwork
Requirements:
* 5 years + experience in the financial services industry
* Experience in Operations/Client Service Areas within Funds Management with a portfolio of clients
* Knowledge and experience with AML/KYC
Why You Will Love It:
* Flexible work arrangements
* 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
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.
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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