Responsible for assuring efficient, timely, quality support to customers and internal stakeholders
Responsible for portfolio management, performance monitoring and related documentation of periodic statistics and status reports, and meeting the target KPIs / metrics
Lead and guide business process analysts, senior analysts to cull out relevant industry specific trends that impact business decisions
Monitor SLA performance and initiate process improvements
Ensure compliance and adherence to regulatory requirements
Coordinate training requirements of personnel
Resolved disputed account issues.
Record and process received disputes.
Determine the appropriate dispute classification from listed types.
Order new and review existing documentation to resolve dispute.
Prepare correspondence (letters, emails, and/or faxes) and follow up with investigation via email and/or fax.
Electronically file all documentation according to policy and procedure.
Obtain account information and account verification from seller of the account.
Serve as liaison between debtors, sellers and other parties and Company on disputed accounts; provide information as required to appropriate parties
Roles And Responsibilities
Coordinate with support functions, Process excellence, Facilities/Logistics, Internal Auditors, Technology for smoother running of process.
Monitor transactions on an on-going basis and take corrective steps where necessary or make incremental improvements.
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible time frame.
Handle escalations
Provide inputs on process and system to the team members.
Client Interaction, where required at the level of Supervisors.
Ensure compliance with internal policies and procedures, external regulations and information security standards.
