Complaint & incident senior associate

Job Description

Complaint & Incident Senior Associate

Locations: Basildon, Essex | Hybrid

Get To Know Us:

We are seeking a skilled and diligent individual to join our high performing, client-focused, operations team. This role is ideal for a detail-oriented professional with strong analytical, investigative, and regulatory knowledge, who thrives in a purpose-led environment.

You will play a critical part in improving customer outcomes, adherence to FCA rules, Consumer Duty, and other regulatory expectations.

SS&C is leading the way.  We continue to look for todays and tomorrow’s brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to apply. SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few. 

Why You Will Love It Here!

• Flexibility: Hybrid Work Model
• Your Future: Professional Development Reimbursement including access to SS&C University
• Work/Life Balance: Competitive holiday scheme
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customised throughout your career

What You Will Get To Do:

• Complaint Handling & Resolution
  • Investigate, provide redress recommendations, and resolve written or telephone complaints, including complex or sensitive cases, in line with FCA and internal complaint handling SLAs and process standards.
  • Liaise across multiple business areas to perform intensive and thorough investigation of a complaint, displaying end-to-end ownership of the customer outcome
  • Prepare and conduct resolution telephone calls and letters which uphold high standards of clarity, professionalism, and regulatory accuracy.

• Regulatory Breach & Incident Investigation
  • Perform identification, assessment, documentation, and resolution of potential regulatory breaches and incidents.
  • Maintain accurate records of breaches and incidents and track the status of open actions.

• Continuous Improvement
  • Perform root cause analysis to identify trends, themes, and emerging risks from complaints and incidents
  • Collaborate cross-functionally to share insights and support initiatives that support high quality across the team, reducing complaint drivers and preventing recurrence of incidents

What You Will Bring:

• Previous experience within financial services, with working knowledge of FCA DISP, CASS, Consumer Duty, and other regulatory rules. Desirable to have qualifications to support.
• Excellent verbal and written communication, with the ability to understand and explain complex matters clearly and concisely.
• Customer focused, displaying empathy and integrity in dealing with sensitive or vulnerable customer cases.

• High attention to detail and strong analytical skills, with a curiosity to get things right. Desirable to have exposure to root cause analysis or continuous improvement frameworks.

• Strong stakeholder engagement skills and an ownership driven, solutions-focused approach.

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.