Associate/Senior Associate

13 hours ago

Noida, Uttar Pradesh, India EXL SERVICES Full time ₹ 3,00,000 - ₹ 6,00,000 per year

Executives

JOB DESCRIPTION

Position Title, Responsibility Level: Associate/Sr Associate

Function: Operations

Reports to -

Assistant Manager/Lead Assistant Manager – Operations

Permanent/ Temporary: Permanent Span of Control – Nil Location: Noida

Roles and Responsibilities

  • Resolved disputed account issues.
  • Record and process received disputes.
  • Determine the appropriate dispute classification from listed types.
  • Order new and review existing documentation to resolve dispute.
  • Prepare correspondence (letters, emails, and/or faxes) and follow up with investigation via email and/or fax.
  • Electronically file all documentation according to policy and procedure.
  • Obtain account information and account verification from seller of the account.
  • Serve as liaison between debtors, sellers and other parties and Company on disputed accounts; provide information as required to appropriate parties.

Skill Set

  • Good English Comprehension skills
  • Basic understanding of credit card statements (Domestic or International)
  • Eye for detail

Performance parameters

  • Productivity
  • Quality / Accuracy
  • Turn Around Time and Cycle Time of work assigned
  • Domain expertise and certifications scores
  • Schedule adherence, Punctuality and Discipline

Primary Internal Interactions:

  • SME for technical assistance/process updates/training
  • Assistant Manager for the purpose of performance reviews, training and development
  • Manager for the purpose of settling performance issues and skip meetings

Primary External Interactions

  • Escalation teams at the client end for the purpose of seeking clarifications and answering queries
Organizational Relationships Reports To : Assistant Manager / Lead Assistant Manager Skills Desirable Skills
  • Attention to detail
  • Commitment and drive for results
  • Questioning, reasoning and analytical
  • Adaptable and Flexible
  • Open to work in 24X7 shifts especially night shifts
  • Business Etiquette
Technical Skills
  • Basic IT, Comfortable with computers, MS office usage
  • Typing speed of 30 words with high accuracy

Soft skills

  • Strong team player
  • Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
  • High accuracy at work
  • Self-Discipline, Listening, Patience
Education Requirements and Work Experience:
  • Graduate with good Computer literacy
  • 0months to 1 year for Associate, and 1 to 2+years for senior associate with experience in any customer service (preference given in banking industry domestic or international)
  • Minimum 15 years of education

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