Executives

Job Description

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

• 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.

• Independently conducts complaint investigations and associated tasks to ensure investigations are thorough
• Findings and results are appropriate
• Procedures are followed, complaint investigations are closed within required timeframes
• Documentation are thorough and in detail
• Review disputes results, notations, documents, screens which help in investigations
• Adheres strictly to service level agreements on complaints handling

Identifying potential problem areas and opportunities and recommend actions to management to resolve variances

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

• 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

• 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

• 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

• Basic IT, Comfortable with computers, MS office usage
• Typing speed of 30 words with high accuracy

• 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
• 6months 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