Customer Service & Operations Analyst
Year Chennai, Tamil Nadu, India
Job Description
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Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in India and as such all normal working days must be carried out in India. Join us as a Customer Service & Operations Analyst
- We\xe2\x80\x99ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
- Working in the Payments Centre of Excellence, you\xe2\x80\x99ll be liaising with customers and businesses to collect information in order to solve their queries
- You\xe2\x80\x99ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
- We\'re offering this role at senior analyst level
What you\'ll do
As a Customer Service & Operations Analyst, you\xe2\x80\x99ll be responding to queries from customers promptly and tactfully within our SLAs. To do this, you\'ll need to be able to comply with flexible working hours and shift timings. We\xe2\x80\x99re looking for someone with excellent interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times. Your day-to-day will include:- Authorising and investigating all transactions to our KPIs and SLAs
- Collecting and analysing the required information from our customers and businesses
- Reviewing processes which could be automated or enhanced to improve the customer and business experience
- Identifying trends and training needs by reviewing processing errors and customer complaints
The skills you\'ll need
In order to excel in this role, you\xe2\x80\x99ll have at least one years\' experience and knowledge of E2E payments. This includes swifts through MT103 and MT202, BACS and CHAPS. Having MS Excel skills would also be advantageous. Furthermore, you\xe2\x80\x99ll demonstrate:- An awareness of changes in trends, policies and regulations
- Experience of payments investigations and reconciliations in relation to outstanding breaks
- An understanding of our industry and its customers
- Knowledge of products, processes and banking systems
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Job Detail
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Job IdJD3035896
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationChennai, Tamil Nadu, India
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EducationNot mentioned
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ExperienceYear