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Customer Services Advisor - Pensions (PA2024OTHQ3005), Dublin
Client: SS&C Technologies Holdings
Location: Dublin, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: afb7a2e937dd
Job Views: 2
Posted: 19.04.2025
Expiry Date: 03.06.2025
Job Description:
SS&C Technologies seeks Customer Service Advisors in our Dublin office to support and lead the client service to SS&C’s customers, by providing a high-quality call service for new customer offerings in 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 the Fortune 1000 list as a 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.
Responsibilities:
* Provide a high-quality service function to customers, mostly by telephone and chat to enhance our reputation as a truly customer-focused company.
* Support the client working hours and calendar.
* Respond positively to the goals of the overall Operations team, support colleagues, and actively contribute to the success of the overall area.
* Attend and actively contribute to team meetings.
* Achieve & strive to exceed minimum standards in line with KPIs, SLAs & Key Result Areas, in terms of quality, productivity, and accuracy of information given to the customer.
* Assist every area of the business to improve overall customer service.
* Commit to personally putting the customer first and providing excellent customer service at all times.
* Develop an understanding of all client profiles/products to deliver outstanding customer service.
* Actively seek & respond to feedback and demonstrate a strong willingness to learn.
* Retain a strong focus on professional standards & results, contributing to business targets.
* Coach and develop new joiners to the department.
* Identify process improvements to enhance customer experience and reduce errors.
Regulatory Responsibilities:
* Exercise due care and diligence, ensuring that the areas you are responsible for are organized and controlled.
* Observe proper standards of market, business, and personal conduct, demonstrating integrity in the execution of duties.
* Respect the SS&C approach to client care and demonstrate due regard to the interests of clients in all dealings.
Quality Standards:
* Quality driven, with pride in delivering excellence.
* Aware of service level agreements and key performance indicators.
* Follow procedures when completing work to ensure quality standards are met.
* Take pride in delivering quality service to internal and external clients.
All employees are accountable for delivering a quality service, driving for excellence in all work activities:
* Aim for 100% accuracy and timeliness of delivery.
* Effectively plan services delivered to meet customer expectations.
* Continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance.
* Observe proper standards of market, business, and personal conduct, demonstrating integrity in the execution of duties.
* Communicate and promote values that reinforce a consistent quality culture.
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, 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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