Customer Support Analyst

Role Overview

• 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
• 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
• 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
• 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
• 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
• 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
• 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

Requirements

• 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
• Ability to analyze call center metrics, identify patterns, and interpret performance data
• Strong troubleshooting skills to investigate issues and propose actionable solutions
• 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
• Ability to manage multiple client needs simultaneously
• Strong attention to detail, documentation, and follow-through
• Understanding of mutual fund operations, transfer agency functions, or SS&C’s contact center workflows (Preferred)

Benefits

• Flexibility : Hybrid Work Model and Business Casual Dress Code, including jeans
• 401k Matching Program, Professional Development Reimbursement
• Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Discounts on fitness clubs, travel and more!