Process Developer
1 month ago
Responsibilities:-
Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:
- Domain Experience: BFSI
- Channel Experience: Voice (International Voice Process)
- Work Experience: Relevant experience in International Voice process
- Communication & Comprehension Competencies: Versant Level 5 (58+) - during times of rapid hiring requirements, scores of 55-57 will be considered.
- Typing Speed: >25 WPM
- Shift: Rotational shifts
- Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
- Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word
- Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.
- Use available information and tools to validate identity of the caller to safeguard Member information.
- Initiate effective and timely written communication with Members.
- Accurately and efficiently capture customer interactions, notes and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.
- Use internal and third-party web tools to execute dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations.
- Effectively guide Members to navigate online tools and applications to enable uploading of documents.
- Adhere to all policies and procedures while showcasing Member centric servicing ethos.
- Ensure high quality service delivery in a 24/7 environment.
- Take allotted training and execute on action plans discussed during coaching sessions.
- Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs
- Seek steady improvement according to the QA guidelines.
Qualifications we seek in you
Minimum Qualifications
- Graduate/Bachelor’s Degree preferred
- Comfortable working in a 24/7 work Environment with Rotational shifts.
- Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit and/or credit card industry
- Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses.
Undergrad awaiting results are also eligible
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