Associate - Finops

3 months ago

Bengaluru Karnataka, India Greenway Health Full time

**Job Summary**

Provides service and support to clients by answering questions regarding their contractual agreements, licensing, billing, and researching items listed on their accounts.

**Essential Duties & Responsibilities**
- 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.
- **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.

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