Specialist- Finance Resource center (Inbound Calls)

About Lowe's

Lowe's is a FORTUNE 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

About Lowe's India

Lowe's India, the Global Capability Center of Lowe's Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe's India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India

About the Team

The Accounting Department is responsible for ensuring accurate financial management across various functions, including Customer Payments Accounting, Cost and Margin Analysis, Vendor Set-Up and Maintenance, Expenses Payables, Invoice Processing and Capital Assets, and Inventory Accounting. This role involves maintaining and reconciling the General Ledger, ensuring the reporting of accurate balances of P&L and Balance Sheet, processing invoices, and supporting comprehensive Reporting and Analytics to guide business decisions. The department also plays a key role in transforming IT tools and systems to streamline accounting processes, improve data accuracy, and enhance overall efficiency, contributing to the company's financial integrity and operational success.

Job Summary:

The Specialist Front Desk Store Help serves as a key individual contributor and first point of contact for internal and external customers regarding Finance transactions and store-related inquiries. Customer interactions are managed across phone, email, paper-based channels, and the Remedy Incident Management system.

This role requires developing and applying a solid understanding of the end-to-end retail lifecycle, including payables, receivables, store sales processes, vendor interactions, and customer issue flows. The Specialist leverages Lowe's systems, standard operating procedures, and sound independent judgment to provide timely and accurate resolutions. The position demands strong analytical thinking and quick prioritization skills to assess issue severity, identify root causes, and implement immediate corrective actions within defined authority limits. Awareness of financial and operational impact is essential to ensure resolutions maintain compliance and minimize risk exposure.

Beyond issue resolution, the Specialist contributes to continuous improvement efforts, supports knowledge-sharing initiatives, and participates in special projects that strengthen the broader Accounting and Finance support function.

This role requires working five days from the office with shift timings from 5:30 PM to 2:30 AM IST.

Roles & Responsibilities:

Core Responsibilities:

• Handle inbound calls from store representatives and provide accurate, timely, and professional resolution to inquiries related to store operations and support processes.
• Independently manage complex or high-impact issues within defined authority levels while ensuring adherence to established policies and procedures.
• Maintain strong performance across key service metrics including AHT, FCR, SLA adherence, quality standards, and CSAT.
• Accurately document call interactions, resolutions, and follow-ups in designated case management systems.
• Apply strong analytical and problem-solving skills to diagnose issues during live calls and determine appropriate resolution or escalation paths.
• Collaborate with internal stakeholders such as Finance, Store Operations, IT, Procurement, and other support functions to resolve inquiries requiring cross-functional coordination.
• Identify recurring issues and communicate process gaps or improvement opportunities to leadership.
• Contribute to maintaining and enhancing the team's knowledge repository, including FAQs, SOPs, process documentation, and job aids.
• Demonstrate professionalism, empathy, and strong verbal communication skills during all store interactions to ensure a positive support experience.
• Maintain compliance with internal controls, company policies, and standard operating procedures.
• Support knowledge-sharing initiatives by sharing best practices and expertise with peers when required.

Years of Experience:

• 46 years of experience in shared services, contact center, retail support, or operational support environments.

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

• Bachelor of Commerce (Accounting & Finance)

Skill Set Required

Primary Skills (must have)

• Proven experience handling live call support in a high-volume environment.
• Demonstrated ability to independently manage complex inquiries and drive resolution with minimal supervision.
• Strong understanding of call center KPIs such as AHT, FCR, SLA, Quality, and CSAT.
• Retail or store support experience preferred.
• Experience using enterprise systems, call management tools, or case management platforms required.
• Exposure to process improvement initiatives or knowledge management practices is an advantage.