Job Description

Basic Function

Review and count incoming records and translate those records into transactions. Activities are researched and the request is processed as per procedure.

Essential Functions

• Analyze, validate and process transactions as per Desktop procedures (L3 & L4).
• Analyze and research all discrepancies.
• Investigate and resolve outstanding items.
• Perform mid-month, month-end and quarter-end activities as per documented desktop procedures.
• Ensure that the assigned targets are met in accordance with SLA and Internal standards.

• Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence.
• Ensure adherence to established attendance schedules.

Any other essential function that may occur from time to time as directed by the Assistant Manager.

Primary Internal Interactions

• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
• Associates for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
• Subject Matter Expert for the purpose of work thread related issues and escalated transactions.
• QCA for the purpose of feedback and audit.

Trainers for the purpose of Pre-process and Process training.

Primary External Interactions

• SME / Trainers at the client end for training.
• Contact customer advocate, customer for purposes of research on claims.

Pre-requisite

Educational Qualification

• 
  Bachelor\xe2\x80\x99s degree (Any Stream) or diploma with a minimum of 15 years of education.

( Candidates with B.Tech, MBA, BCA, or with any technical education would not be required)
Work Experience Requirements:
Experienced
12-18 months of customer service experience in non-voice/blended environment Candidates with less than 12 months in single organization need not apply
Fresher\xe2\x80\x99s



Technical Skills

• 
  Computer navigation skills

• Keyboarding and data entry speed (minimum 30 wpm with 90% accuracy)

• Minimum knowledge of MS Excel and MS Word.

Process Specific Skills

• 
  Effective communicator / Speaks clearly & succinctly.

• Strong understanding and comprehension of the English language