Contact Centre Officer

Location: Melbourne, Australia; hybrid work model

Company

SS&C is a financial services and healthcare technology company providing fund administration, transfer agency, operational expertise, and proprietary software to organizations worldwide.

What you will do

• Respond to inbound calls, emails, and messages, providing efficient and professional customer assistance.
• Identify customer requirements, record information accurately, and navigate internal systems and databases.
• Resolve queries and escalations within agreed timeframes while following escalation procedures.
• Make outbound calls to investors and advisers and maintain strong professional relationships.
• Monitor client mailboxes and workflow systems, fulfilling service and processing requests within SLA commitments.
• Track client satisfaction and service metrics including answer speed, abandonment rate, Grade of Service, and reporting accuracy.

Requirements

• Previous experience in a customer service or contact centre role.
• Excellent written and verbal communication, interpersonal, active listening, and empathy skills.
• Ability to remain calm under pressure, handle complaints, and support clients in distress.
• Strong accuracy, attention to detail, resilience, and ability to meet service targets and KPIs.
• Ability to learn and use in-house systems and databases, with proficiency in Microsoft Office Suite.
• Ability to follow compliance requirements and avoid providing personal or general financial advice.

Nice to have

• Financial services industry experience.
• Experience handling complaints.
• Knowledge of AML/KYC processes.
• Experience supporting complex financial products or solutions.

Culture & Benefits

• Hybrid work model with flexible time off.
• Income protection, private health insurance discounts, paid parental leave, and death and total and permanent disability insurance.
• Hands-on, team-customised training and access to SS&C University.
• Fitness club, travel, and other discounts.
• Commitment to diversity, inclusion, and equal employment opportunity.