Executives

Position Title, Responsibility Level:

Function: Operations

Reports to -

Permanent/ Temporary: Permanent

Span of Control –

Nil

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.
  

Skill Set

• Good English Comprehension skills
• Basic understanding of credit card statements (Domestic or International)
• Eye for detail
  

Performance parameters

• Productivity
• Quality / Accuracy
• Turn Around Time and Cycle Time of work assigned
• 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 24X7 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
• 0months 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)
• Minimum 15 years of education