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