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Executives EXL / E / 1110451

Executives EXL / E / 1110451

exlnoida-sez bpo solutions, noida, india
30+ days ago
Job description

Job Description

JOB DESCRIPTION

Position Title, Responsibility Level :   Associate / Sr Associate

Function :  Operations

Reports to -

Assistant Manager / Lead Assistant Manager – Operations

Permanent / Temporary :  Permanent

Span of Control –

Location : Noida

Roles and Responsibilities

  • Resolved disputed account issues.
  • Record and process received disputes.
  • Determine the appropriate dispute classification from listed types
  • Order new and review existing documentation to resolve dispute
  • Prepare correspondence (letters, emails, and / or faxes) and follow up with investigation via email and / or fax.
  • Electronically file all documentation according to policy and procedure.
  • Obtain account information and account verification from seller of the account.

Serve as liaison between debtors, sellers and other parties and Company on disputed accounts; provide information as required to appropriate parties

Performance parameters

  • Productivity
  • Quality / Accuracy
  • Turn Around Time and Cycle Time of work assigned
  • Process Improvement initiatives
  • Domain expertise and certifications scores
  • Schedule adherence, Punctuality and Discipline

    • Primary Internal Interactions :

  • SME for technical assistance / process updates / training
  • Assistant Manager for the purpose of performance reviews, training and development
  • Manager for the purpose of settling performance issues and skip meetings

    • Primary External Interactions

  • Escalation teams at the client end for the purpose of seeking clarifications and answering queries

    • Organizational Relationships

    Reports To : Assistant Manager / Lead Assistant Manager

    Skills

    Desirable Skills

  • Attention to detail
  • Commitment and drive for results
  • Questioning, reasoning and analytical
  • Adaptable and Flexible
  • Open to work in shifts especially night shifts
  • Business Etiquette

    • Technical Skills

  • Basic IT, Comfortable with computers, MS office usage
  • Typing speed of 30 words with high accuracy

    • Soft skills

  • Strong team player
  • Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
  • High accuracy at work
  • Self-Discipline, Listening, Patience

    • Education Requirements and Work Experience :

  • Graduate with good Computer literacy
  • 6months to 1 year for Associate, and 1 to 2+years for senior associate with experience in any customer service (preference given in banking industry domestic or international)
  • Strong English Communication skills
  • Minimum 15 years of education