Associate, Finops

1 month ago

Prayagraj, India Greenway Health Full time

Essential Duties & Responsibilities

• Respond to client inquiries or complaints regarding company products, contractual agreements, licensing, and billing via incoming telephone calls, written correspondence or email, and by using various system work queues

• Process electronic payments via inbound telephone calls

• Review and research account inquiries with respect to established policies, billing, procedures, contractual agreements, and current licensing practices

• Follow up on leader’s requests and internal requests

• Coordinate problem resolution with appropriate departments

• Results-driven and patient

• High degree of attention to detail and trustworthiness


Skills/Knowledge


1. Strong Communication Skills

  • Verbal: Effectively communicate with clients to address concerns, answer questions, and provide updates.
  • Written: Draft clear, professional emails and reports to clients regarding services, inquiries, and issues.
  • Active Listening: Understand client needs and respond accordingly.

2. Customer Relationship Management (CRM) Knowledge

  • Experience with CRM systems (e.g., Salesforce, HubSpot, or Microsoft Dynamics 365) to track and manage client interactions, log issues, and update account information.
  • Ability to analyze and manage client data to provide personalized support.

3. Problem-Solving and Conflict Resolution

  • Ability to address client concerns and resolve disputes or issues promptly.
  • Proactive approach to identifying potential problems before they escalate.
  • Handling difficult clients with patience and professionalism.

4. Product and Service Knowledge

  • Deep understanding of the company’s products, services, and processes to assist clients effectively.
  • Ability to explain technical aspects of services to clients in a simplified manner.

5. Time Management and Organization

  • Managing multiple clients and tasks simultaneously without compromising service quality.
  • Prioritizing client requests and ensuring timely follow-ups and resolution of issues.

6. Client Retention and Satisfaction Focus

  • Understanding the importance of maintaining long-term relationships with clients.
  • Identifying opportunities to upsell or cross-sell additional services that align with the client's needs.
  • Regularly gathering and responding to feedback to ensure high client satisfaction levels.

7. Technical Skills

  • Proficiency in office software (e.g., Microsoft Office Suite, Google Workspace) to create reports, presentations, and correspondence.
  • Ability to work with software or tools specific to client management and operations.

8. Industry Knowledge

  • Understanding the industry or sector the company operates in, enabling better support to clients.
  • Keeping up with industry trends and competitive landscape to offer relevant solutions or advice to clients.

9. Analytical and Data Interpretation Skills

  • Ability to analyze client data to identify trends, track performance metrics, and suggest improvements or strategies for better client engagement.
  • Using data-driven insights to forecast client needs and optimize services.

10. Empathy and Emotional Intelligence

  • Understanding and empathizing with client frustrations, concerns, or feedback.
  • Building rapport with clients by recognizing their emotions and addressing their needs with care.

11. Multitasking and Flexibility

  • Ability to handle different client demands and adapt to changing situations or client needs.
  • Flexibility to switch between tasks or manage urgent requests on short notice.

12. Team Collaboration

  • Working effectively with internal teams (e.g., sales, operations, technical support) to ensure smooth delivery of services and resolutions to client issues.
  • Sharing client feedback with relevant departments for process improvement.

13. Attention to Detail

  • Ensuring accuracy in client records, billing details, and service agreements.
  • Attention to detail is crucial in spotting discrepancies or potential areas for improvement.

14. Sales and Business Development Acumen

  • Identifying opportunities for expanding the business relationship by understanding client needs and recommending new services or upgrades.
  • Supporting the sales team in maintaining client relationships and identifying growth opportunities.

15. Knowledge of Service-Level Agreements (SLAs)

  • Understanding SLAs to ensure that the company’s commitments to clients are met.
  • Managing client expectations based on agreed service standards.

16. Cultural Sensitivity

  • Awareness and sensitivity to cultural differences, especially when working with international clients.
  • Adapting communication and service delivery to accommodate diverse client backgrounds.