The CSA is responsible for providing product support to the global client base of the I&IM division of SS&C. They will respond to queries, enquiries and issues raised by clients and provide resolutions to cases received via telephone and on line enquiries via our Salesforce portal. They are responsible for incident management, active management of the client case queue and the creation of "how to" documents to better educate clients on our products.
The CSA will collaborate with their colleagues and senior members of the team, both within the group and with other internal business areas, to ensure that client satisfaction is maintained at the highest possible level. This individual will be responsible for increasing the quantity and quality of the I&IM Client Portal knowledge base through active authoring of articles.
Essential Day-to-Day Responsibilities:
Under limited supervision, investigate and resolve client incidents and problems; actively manage client case queue
Provide direct phone support to clients when required, log and classify all issues and requests in the call tracking database
Continually work to deepen product and industry knowledge
Manage the case resolution process for clients by following defined procedures and ensuring cases are resolved within target response times
Exchange and share knowledge with the team to maximize knowledge and the effectiveness
Identify and escalate problems affecting a number of clients or influencing the timely resolution of one client's enquiry
Contribute to the "How to" Knowledge Base by authoring required volume of materials of high-quality and accuracy with close attention to detail
Perform checks on daily processes, escalating issues where applicable internally and externally.
Work closely with data vendors to resolve data issues
Having a clear understanding of client extracts, file transmissions and different data formats within client environments.
Establishing new and maintaining existing procedures in order to meet company/client requirements.
Conducting research and providing information/answers to internal/external parties in regard to SVC's data services, products, procedures, policies and documentation.
Bachelor's degree in business or equivalent preferred.
Experience in the Financial industry, ideally with experience within investment management industry
Detailed knowledge of financial instruments, security types, data points, setup criteria.
Good database and data manipulation skills, attention to detail is essential. Excellent written and verbal communication skills
Ability to troubleshoot details while maintaining the "big picture" view
Ability to manage high pressure client situations and build trust with the clients.
Ability to communicate well with both internal and external audiences using excellent interpersonal, client management and communications skills
Self motivated, "Find a way to get it done" attitude
Outstanding time management skills and attention to details
Experience with investment management applications such as SS&C Portia, Sungard, SimCorp. PAM, Eagle or Advent is a plus
Strong Excel / Access skills would be an advantage