Customer Support Analyst - PA-CC-Q2-2006- R002

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Customer Support Analyst

Location: Kansas City, MO | Hybrid/Remote

Get To Know Us:

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 and Business Casual Dress Code, including jeans
• Your Future: 401k Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees 
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

Client Relationship Management

• Serve as the primary point of contact for assigned mutual fund clients regarding contact center operations, service performance, and daily business needs
• Build strong, collaborative relationships with client stakeholders and internal partners
• Provide updates on call trends, volume impacts, service metric performance, and training needs
• Maintain a proactive communication cadence with clients to ensure transparency and alignment

Operational Support & Issue Resolution

• Respond to and resolve client inquiries related to contact center operations, service processes, and workflow execution
• Coordinate with internal teams (Supervisors, QA, Training, WFM, Operations, Technology) to resolve issues and ensure follow‑through
• Document, track, and manage escalations to closure with clear, timely communication

Inbound Call Support

• Assist with inbound calling during peak volumes, staffing gaps, or client‑specific events
• Provide high‑quality shareholder support by answering questions, processing requests, and following regulatory and client-specific guidelines
• Maintain strong call quality, accuracy, and professionalism to represent both SS&C and the mutual fund client
• Use insights gained from call-handling to identify trends, training needs, or process improvements for the client

Service-Level Oversight & Reporting

• Monitor service-level metrics for each mutual fund client, including call quality, accuracy scores, adherence, and response times
• Analyze performance data to identify trends, recurring issues, or SLA risks
• Prepare and deliver operational reports, dashboards, and status updates for both clients and internal leadership
• Partner with workforce management to communicate anticipated impacts from client changes, marketing campaigns, or fund events

Client Onboarding, Training & Change Support

• Support onboarding of new mutual fund clients and associates, including documentation review, workflow mapping, and preparing training materials
• Communicate client updates, fund rule changes, or policy revisions to internal contact center teams
• Ensure new information is properly integrated into procedures, scripts, and training documents

Documentation, Compliance & Quality

• Maintain accurate documentation, meeting notes, and action items for each client
• Ensure all processes follow client-specific policies, SS&C standards, and industry regulations (SEC, FINRA, IRS)
• Participate in quality reviews and ensure contact center teams adhere to client requirements
• Support internal and client audits, due diligence reviews, or compliance checks

Process & Performance Improvement

• Identify workflow gaps, inefficiencies, or recurring issues affecting the client experience or operational performance
• Recommend and collaborate on improvements to enhance service quality and contact center efficiency
• Contribute to cross-functional projects focused on operational excellence

What You Will Bring:

Communication & Relationship Building

• Strong verbal and written communication skills suitable for professional client interactions.
• Ability to translate contact center data or operational details into clear client-facing updates.

Analytical & Problem-Solving Skills

• Ability to analyze call center metrics, identify patterns, and interpret performance data.
• Strong troubleshooting skills to investigate issues and propose actionable solutions.

Technical Proficiency

• Experience with contact center tools such as IEX/WFM, ACD platforms, QA systems, CRM applications, and SS&C internal technologies.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.

Organization & Time Management

• Ability to manage multiple client needs simultaneously.
• Strong attention to detail, documentation, and follow-through.

Industry Knowledge (Preferred)

• Understanding of mutual fund operations, transfer agency functions, or SS&C’s contact center workflows.
• Familiarity with regulatory requirements influencing mutual fund communications.

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

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Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.