Contact Center Specialist

Description

The candidate will be responsible to work with advisors and clients regarding service issues, requests, policies, procedures, and information on accounts. Direct communication with clients and advisors to assist them with their queries, open issues and resolve high level problems over the phone in timely manner. Emphasis is on creating and delivering a unique client experience that defines and differentiate advisors’ practices. To provide brilliant customer service by responding to advisor and client inquires in fact pace, customer-focused environment.

Key Responsibilities
- First point of contact regarding service issues, troubleshooting, and enter complex service requests into appropriate systems for resolution
- Educate clients and advisors on newly implement services, systems, or procedures for efficient self-service
- Process complex service transactions, or resolve account service casework, which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet/exceed Service goals
- Interact directly with customers, inbound/outbound phone queue, to provide accurate and immediate solutions to transaction and service request. Utilize internal computer applications and enter all information in the appropriate system
- Participate in Team meetings, huddles, and brainstorming sessions to discuss process updates, operational issues and identify process improvement opportunities

Required Qualifications
- Graduate/ Post- Graduate in finance / commerce/ business management/ operations discipline
- Minimum 1-3 years of relevant work experience
- Strong written and spoken communication skills
- Ability to explain complex policies or concepts in time bound manner
- Excellent customer service skills
- Ability to explain complex policies or concepts in a straightforward, easy-to-understand manner

Preferred Qualifications
Up to 3 years of customer service experience
- Exposure to Financial services industry with knowledge of products and services in Securities & Brokerage Operations & Insurance sector

In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Timings

(8:00p-4:30a)

India Business Unit

Job Family Group

Client Service