Senior Associate

Job Description Inviting applications for the role of Associate/Sr. Associate - Chat Support for a Leading US FinTech In this role,the colleague will be responsible for providing a world-class experience for our members, while managing concurrent chat interaction(s) up to a triple concurrency. They would be responsible for resolving complex issues efficiently capturing all relevant information from the Member accurately, as per US regulatory & compliance requirements. Successful candidates should possess experience in servicing US based customers, preferably in Banking, crypto Financial Crime and/or FinTech Domains. They should have proven ability ofhaving demonstrated key skills including logical thinking, problem solving, transaction analysis and customer spending patterns/behavior. Responsibilities Servicing in-bound chat enquiries from Members requesting service & support with, but not limited, to: - Domain Experience: BFSI - Channel Experience: Chat (International Chat Process) - Work Experience: Relevant experience in International Chat 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. - Effectively guide Members to navigate online tools and applications to enable self-serve. - 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 action plans discussed during coaching sessions. - Continuously focus and drive improvements according to behavioural and SMART action plans from TLs and OMs - Seek steady improvement according to the QA guidelines. - Key performance indicators - CSAT 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 Chat Servicing for banking/Fintech processes 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 responses. Preferred Qualifications/ Skills - Excellent customer service skills and ability to assist in customer inquiries independently. - Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers. - Self-disciplined, diligent, proactive and detail oriented - Ability to effectively manage time and individually prioritize multiple tasks of competing priority. - Ability to maintain high levels of confidentiality and data security standards. - Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc. - Keen attention to detail, customer profiling and pattern identification - Basic knowledge of Banking Industry & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA - - - - -