Job Description
Position Title, Responsibility Level: Associate/Sr Associate
Function: Operations
Reports to -
Assistant Manager/Lead Assistant Manager Operations
Permanent/ Temporary: Permanent Span of Control Nil Location: Noida
Roles - Disputes
- 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.
Role - Complaints
- Independently conducts complaint investigations and associated tasks to ensure investigations are thorough
- Findings and results are appropriate
- Procedures are followed, complaint investigations are closed within required timeframes
- Documentation are thorough and in detail
- Review disputes results, notations, documents, screens which help in investigations
- Adheres strictly to service level agreements on complaints handling
Identifying potential problem areas and opportunities and recommend actions to management to resolve variances
Skill Set
- Good English Comprehension skills
- Basic understanding of credit card statements (Domestic or International)
- Eye for detail
Performance parameters
- Productivity
- Quality / Accuracy
- Turn Around Time and Cycle Time of work assigned
- Domain expertise and certifications scores
- Schedule adherence, Punctuality and Discipline
Primary Internal Interactions
- SME for technical assistance/process updates/training
- Assistant Manager for the purpose of performance reviews, training and development
- Manager for the purpose of settling performance issues and skip meetings
Primary External Interactions
- Escalation teams at the client end for the purpose of seeking clarifications and answering queries
Organizational Relationships Reports To : Assistant Manager / Lead Assistant Manager
Skills
Desirable Skills
- Attention to detail
- Commitment and drive for results
- Questioning, reasoning and analytical
- Adaptable and Flexible
- Open to work in 24X7 shifts especially night shifts
- Business Etiquette
Technical Skills
- Basic IT, Comfortable with computers, MS office usage
- Typing speed of 30 words with high accuracy
Soft Skills
- Strong team player
- Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
- High accuracy at work
- Self-Discipline, Listening, Patience
Education Requirements And Work Experience
- Graduate with good Computer literacy
- 6months to 1 year for Associate, and 1 to 2+years for senior associate with experience in any customer service (preference given in banking industry domestic or international)
- Minimum 15 years of education
