Job Description
We are inviting applications for the role of Process Associate/Developer - Consumer Operations Agent
Your role will require you to deliver outstanding customer support for all consumerinquiries related to loans and card services, be compatible with clients, innovate
processes and data, and improve processes.
Responsibilities
. Deliver outstanding customer support for all consumer inquiries related to
supported loans and the credit Card.
. Maintain a language-neutral, clear, and professional tone in all customer
interactions.
. Strive for First Time Resolution (FTR) in every interaction to ensure consumer
satisfaction.
. Document interactions accurately, manage cases effectively, and escalate issues
when appropriate.
. Support client's commitment to compliance and service excellence by following
policies and procedures.
Qualifications we seek in you!
Minimum qualifications
. Graduate in any stream.
. Proficient in navigating a PC and working in a Microsoft Windows-based
environment.
. Basic knowledge of word processing and spreadsheet applications. Service Skills
. Excellent communication skills.
. Strong listening skills, empathy, and accountability.
. Problem resolution skills with a focus on single contact resolution.
Business Writing Skills
. Correct English grammar, punctuation, and spelling adhering to the Level 5 ILR
scale.
. Ability to structure knowledge into clear, precise responses that directly address
the inquiry
. Strong written communication with well-constructed text to convey meaning
effectively.
Selling Skills
. Ability to overcome objections and negotiate effectively.
Experience
. Minimum months experience in international BPO telephony voice customer
care, supporting US customers, with (Preferred) emphasis on financial servicing.
Preferred qualifications
. Relevant work experience, in Reg E and Reg Z regulations governed enviornment.
. Good analytical and problem solving skills
. Prior experience in Banking Financial Services.
. Ability to communicate verbally and through emails with businesses
Pod-specific preferences:
. (ROI Specific) Resolve merchant disputes, complaints, and servicing issues with
professionalism and efficiency.