Associate II - BPM - Investment Management, Excel Reporting

The role of a Voice Associate involves effectively handling customer support calls following standard operating procedures to ensure efficient completion of processes and timely resolution of issues. In case of complex queries, the Voice Associate should escalate to a more knowledgeable person while maintaining alignment with Service Level Agreements (SLAs). On the other hand, a Data Associate is responsible for processing transactions efficiently and accurately within specified timelines to uphold quality standards and meet SLAs. Key Responsibilities: - Manage customer support calls and ensure adherence to SLAs - Analyze, enter, and verify data following SOPs - Stay updated on client processes or product changes and ensure compliance - Assist new team members in understanding processes - Handle higher complexity tasks and suggest process automation for operational efficiency - Resolve incidents or transactions promptly to maintain productivity and efficiency - Participate in training sessions and provide mentorship to new joiners - Collaborate with team members and other delivery towers for issue resolution within SLAs - Adhere to organization's policies and processes while maintaining quality and productivity standards Skills Required: - Customer Focus - Attention to Detail - Teamwork - Effective Communication - Analytical Ability - Willingness to Learn - Proficiency in MS Office tools - Domain Knowledge (healthcare, banking, investment, F&A, retail, customer support) - Ability to follow SOPs and escalate issues as per SLAs - Typing Speed of 15WPM with 80% accuracy About UST: UST is a global digital transformation solutions provider with a focus on innovation, agility, and client-centricity. With deep domain expertise and a future-proof philosophy, UST collaborates with clients to drive impactful transformations from design to operation. With over 30,000 employees in 30 countries, UST is committed to making a boundless impact and touching billions of lives through technology-driven solutions.,