Contact Centre Officer - Managed Fund

About the role

SS&C Technologies is looking for a Contact Centre Officer in Melbourne to act as the first point of contact for inbound customer calls. The role supports customers and gives insight into Managed Fund Administration services, and is open to people of all backgrounds.

Key responsibilities

• Respond to incoming calls, emails and messages, and make outbound calls to investors and advisers
• Identify customer needs and record information accurately in computer systems
• Resolve queries and escalations within agreed timeframes, following escalation procedures
• Liaise with advisors and investors to meet service and processing requests within SLA commitments
• Maintain high client satisfaction, monitored through monthly feedback and RAG status reports
• Achieve agreed service metrics such as average speed of answer, abandonment rate and grade of service
• Ensure strict adherence to compliance requirements, avoiding any evidence of personal or general advice

Required profile

• Previous experience in a customer service or contact centre role is required
• Experience in financial services is advantageous
• Background in customer service, sales or retail, ideally in financial services or a similar fast-paced environment
• Previous experience in complaints handling is highly desirable
• Knowledge of AML/KYC processes is advantageous

Required skills

• Excellent written and verbal communication and active listening
• Proficiency in Microsoft Office Suite
• Quick ability to learn and use in-house systems and databases

What we offer

• Hybrid work model
• Income protection insurance
• Flexible time off
• Private health insurance discount and primary and secondary paid parental leave
• Death and TPD insurance
• Discounts on fitness clubs, travel and more
• Hands-on, team-customised training including SS&C University