Customer Services Advisor

2 weeks ago

Dublin, Dublin City, Ireland SS&C Technologies Holdings Full time
Job Description

SS&C Technologies seek Customer Service Advisors in our Dublin office to support and lead the clients service to SS&C's customers, by providing a high quality call service for new customer offering Group & individual Pension products based across Bermuda, Cayman Islands and the Bahamas. 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.

About SS&C Technologies

SS&C is a global provider of investment, 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.

Job description

  • 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

Regulatory:

  • Employees are expected to exercise due care and diligence, ensuring the areas the incumbent is responsible for are organised and controlled
  • Employees are required to observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties
  • The incumbent is required to respect the SS&C approach to client care and must demonstrate due regard to the interests of our clients and in any and all third party dealings

Quality:

  • Quality driven, with pride for delivering excellence
  • Aware of service level agreements and key performance indicators
  • Follows procedures when completing work to ensure quality standards are met
  • Takes pride in delivering quality service to internal and external clients

SS&C quality

All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:

  • To be quality driven, aiming for 100% accuracy and timeliness of delivery
  • To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer
  • To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance
  • To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties
  • To communicate and promote the values which reinforce and support a consistent quality culture

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 diverse workforce in the widest sense.

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