Investigate complaints thoroughly and document findings
Discuss outcome of investigation with the complainant by telephone
Where required, write to the complainant to explain your findings, using agreed templates and Client company style guide
Liaison between Clients, Customers, Client Service Managers (CSMs), SS&C Group
Compliance and administration areas, concerning the resolution of complaints
Establish and record complaints root cause data to provide Management with analysis
Ensuring culture of TCF adhered to at all times
Resolution of all complaints within SLA, meeting KPIs and complying with regulatory deadlines and rules
Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner
Ensure all work is reviewed prior to submission for quality checking to minimise re-work
Alert team manager to any trends detected whilst resolving a complaint
Application of the escalation procedure in the event of serious complaints
and potential problem which may impact adversely on the Complaint’s team’s ability to meet SLA’s and or regulatory requirements
Assesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution
Follow documented department procedures and Client specifics