▷ [Apply in 3 Minutes] Process Developer

Job Description Inviting applications for the role of Operations - Process Developer This position involves managing inbound calls from our premium North American customer base. You will be responsible for delivering top-tier customer service, aiming for first-call resolution and exceeding customer expectations. Success in this role requires strong logical reasoning, effective problem-solving techniques, and the ability to establish a positive connection with customers through engaging conversations. In addition to direct customer interaction, you will also contribute to departmental initiatives by participating in projects and generating reports as required. Responsibilities - Manage large amounts of incoming phone calls - Identify and assess customers needs to achieve satisfaction - Build sustainable relationships and trust with customer accounts through open and interactive communication - Provide accurate, valid and complete information by using the right methods/tools - Handle customer complaints, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution - Keep records of customer interactions, process customer accounts and file documents - Follow communication procedures, guidelines and policies - Take the extra mile to engage customers - Answering phone calls in the languages mentioned, with a nice, controlled voice, on a priority established by the team leader. - Being able to communicate effectively both verbally and in writing. - Able to sense other people's emotions and provide the answer or support based on their needs. - Have a high-level tolerance without losing temper or being irritated by the day-to-day situation. - Easy adjust to changing scenarios regarding ways of working. - Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution. - Receiving and placing customer orders for the in-scope products/services (leasing, credit, bank accounts) - Customer service through electronic channels. - Projecting a positive image of the company and brand. - Implementing changes using your creativity and focus on process improvement. - Correct and complete documentation of all customer interactions. Having a good know-how of the entire process. - Using time effectively and prioritize the daily tasks accordingly. - Sharing with all team members any relevant knowledge obtained through customer interactions. - Attending training sessions. - Arranging working schedules with colleagues flexibly, according to business needs. - Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis. - Providing assistance to new colleagues whenever possible. - Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date - Able to use tools such excel, word, PowerPoint - as per the business and process requirements. Qualifications we seek in you Minimum Qualifications / Skills - Demonstrated ability to conduct research, work independently and make decisions with little or no guidance within the ambit of workflow/procedure - Adaptability to learn new processes, concepts and skills and an eye for detail - Strong communication both written and verbal, English skills - Strong interpersonal skills, with the ability to communicate transactional issues correctly and clearly to both internal and external customers - Keen attention to detail & risk identification - Basic knowledge of Banking Industry & Regulatory Environment, including but not limited to Regulations CC, D, E & Z and Red Flags Rule, FCRA, etc. - Ability to articulate research findings and detail them out as per need - Ability to effectively manage time, and individually prioritize multiple tasks of competing priority - Ability to maintain high levels of confidentiality and data security standards Mandate Qualifications/ Skills - Problem Solving - High School Graduate or Equivalent, bachelor%27s degree plus - Relevant year similar work experience at a financial institution - Certified Fraud Examiner certification a plus - Demonstrates sound decision making - Ability to work in a dynamic, fast paced environment - Strong attention to detail - Ability to work independently and in a group setting - Adaptable to change - - - - -