Address
Form of work
SalaryInviting applications for the role of Customer Service Voice Roles - Pune
Responsibilities
Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:
Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word
Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.
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
Graduate/Bachelor's Degree preferred
Relevant experience in performing Dispute Intake or similar process in the ACH, debit and/or credit card industry
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.
Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
Self-disciplined, diligent, proactive and detail oriented
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.
Keen attention to detail, customer profiling and pattern identification
