Associate I

1 - 2 Years
- 4 Openings
- Chennai

**Role description**:
**Voice & Data Associate (Entry-Level) - Asset Servicing** **Role Proficiency**

**Voice Associate**:
Under continuous guidance, a Voice Associate is expected to:

- Handle customer support calls effectively and efficiently.
- Follow Standard Operating Procedures (SOPs) to complete processes.
- Attempt issue resolution or escalate to a more knowledgeable team member within SLA parameters.

**Data Associate**:
Under continuous guidance, a Data Associate is expected to:

- Accurately and efficiently process assigned transactions within defined timelines.
- Maintain quality and accuracy of outputs in strict alignment with SLAs.

**Key Responsibilities & Outcomes**

Acts under **continuous guidance** to achieve the following outcomes:
**Service Delivery**:

- Ensure 100% adherence to client-defined SLAs across quality, productivity, and turnaround.
- For **Data**: Enter and verify data in line with SOPs.
- For **Voice**: Accurately manage call responses and complete post-call updates.
- Remain aware of and compliant with all client process/product updates.
- Actively participate in coaching sessions and take steps to improve performance.

**Issue Management**:

- Identify and resolve tickets or incidents under guidance.
- Escalate issues to supervisors or support teams per escalation matrix.
- Follow up on unresolved issues to closure.

**Training & Learning**:

- Attend one-on-one or group training on domain, process, or tools as needed.
- Complete all mandatory training programs on time.

**Monitoring & Status Reporting**:

- Monitor progress of support requests and keep stakeholders informed.
- Report task status in line with project reporting processes.

**Knowledge & Process Compliance**:

- Follow release management processes and change protocols.
- Reference and use relevant documentation, SharePoint, libraries, or client university materials.
- Ensure full adherence to organizational and client-defined policies and SOPs.

**Expected Outputs**

**Transaction Handling**
Process data transactions accurately per SOP.**Call Management**
Handle customer calls and post-call work professionally and within timelines.**Issue Resolution**
Analyze and solve incidents; escalate where necessary.**Training Compliance**-
**Reporting**
Submit task status and reports in accordance with project guidelines.**Collaboration**
Work with peers and other teams to ensure prompt issue resolution.**Knowledge Management**
Use internal resources to enhance process knowledge and accuracy.**Measures of Success (KPIs)**
- 100% adherence to quality and process standards
- Completion of tasks within defined turnaround times
- Timely and accurate resolution of issues
- Zero client escalations
- Number of tasks completed/issues resolved
- Completion of mandatory training
- Minimal non-compliance with SOPs

**Skills & Competencies**

**Behavioral Competencies**:

- **Customer Focus**: Dedicated to delivering prompt, efficient service.
- **Attention to Detail**: Follows instructions and SOPs precisely.
- **Teamwork**: Respects others and works collaboratively.
- **Communication (Voice)**: Clear, accent-neutral spoken communication with good grammar.
- **Communication (Data)**: Clear, concise, and correct written communication.
- **Willingness to Learn**: Actively seeks to learn new domains and skills.

**Technical Competencies**:

- Familiar with Microsoft Office tools (Excel, Word).
- Typing and data entry skills (15 WPM with 80% accuracy preferred).
- Basic familiarity with ticketing, workflow, or support tools.
- Exposure to call-handling or data-processing platforms is a plus.

**Experience & Knowledge**

**Experience Level**:

- Less than 2 years of professional experience in a customer support or data processing environment.

**Knowledge Requirements**:

- **Essential**:

- English comprehension (Reading, Writing, Speaking).
- Familiarity with Windows OS, MS Excel, and Word.
- Awareness of business processes and willingness to learn domain knowledge.
- **Preferred**:

- Exposure to Asset Servicing, Banking, or Trade Operations.
- Familiarity with SWIFT messages and trade lifecycle concepts.
- Experience in Aladdin platform or similar financial systems.

**Asset Servicing Focus - Key Responsibilities**
- Ensure timely and accurate completion of assigned tasks.
- Escalate unresolved or critical issues based on defined criteria (age, value, client risk).
- Support the resolution of mismatches in cash or stock reconciliations.
- Respond to internal and external queries with professionalism and clarity.
- Contribute ideas to improve efficiency, reduce cost/risk, and improve service quality.
- Maintain procedural compliance and support a positive team culture.

**Additional Comments**

**Skills**:
Asset Servicing,Transaction Management,Trade Finance Operations

**About UST**:
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by sid