SS&C is the largest global investor service provider, servicing more than 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 contact centre, using digital services.
About The Role
To provide a high quality call service for a new customer offering Group and Individual Pension products based across Bermuda, Cayman Islands and The Bahamas mostly via the telephone within an element of chat. The Contact centre will operate in accordance with the working hours and calendar in each of Bermuda, Bahamas and the Cayman Islands.
The opening hours will range from 11:30am to 11pm Dublin time and successful candidates will be required to work shifts within these hours.
Your Responsibilities
- To provide a high quality service function to customers, mostly by telephone and chat to greatly enhance our reputation as a truly customer focused Company
- Support the client working hours and calendar
- Respond positively to the goals of overall Operations team, support colleagues, and actively add to the success of the overall area
- Attend and actively contribute to team meetings
- Be prepared to achieve & strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas, both in terms of quality, productivity and accuracy of information given to the customer • Assist every area of the business to improve overall customer service
- To commit to personally putting the customer first and providing an excellent customer service at all times
- Develop an understanding of all client profiles/products to be able to deliver outstanding customer service
- Must actively seek & respond to feedback and demonstrate a strong willingness to learn
- Retains strong focus on professional standards & results, which directly contribute and impact on business targets
- Coaches and develops new joiners to the department
- Identifies process improvements to improve customer experience and reduce errors
Your Experience
- Passion for Customer Service
- Experience in a financial services customer serivce enviroment (Preferably with a technical aspect to it)
- Ability to use IT systems
- Flexibility to support client working hours and calendar
- Able to efficiently demonstrate our clients' products & services
- Ability to analyse and interpret information
- Able to demonstrate empathy when required
- Comfortable working independently & using own initiative whilst problem solving
- Ability to work in a calm manner whilst under pressure
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.
Background Checks
All offers of employment at SS&C are subject to background verification checks, including 5-year employment history, proof of eligibility to work in 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