Customer Support Specialist

We are hiring for the role of Process Associate/ Process Developer -Voice roles

Responsibilities:-

Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:

• Use available information and tools to validate identity of the caller to safeguard Member information.
• Initiate effective and timely written communication with Members.
• Accurately and efficiently capture customer interactions, notes and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.
• Use internal and third-party web tools to execute dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations.
• Effectively guide Members to navigate online tools and applications to enable uploading of documents.
• Adhere to all policies and procedures while showcasing Member centric servicing ethos.
• Ensure high quality service delivery in a 24/7 environment.
• Take allotted training and execute on action plans discussed during coaching sessions.
• Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs
• Seek steady improvement according to the QA guidelines.

Qualifications we seek in you!

Minimum Qualifications

• Any Graduate/Bachelors Degree preferred. Freshers are eligible (except Law/ LLB)
• Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses.

Preferred Qualifications/ Skills

• Excellent customer service skills and ability to assist in customer inquiries independently.
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
• Ability to maintain high levels of confidentiality and data security standards.
• Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.