We are seeking a Chat Process Associate to join our dynamic team in India. The ideal candidate will engage with customers through chat, providing them with exceptional support and solutions to their inquiries. This role is perfect for individuals looking to start their career in customer service and develop their skills in a supportive environment. RESPONSIBILITIES Respond to customer inquiries via chat in a timely and professional manner. Provide accurate information and solutions to customer issues and queries. Maintain high levels of customer satisfaction through effective communication and support. Collaborate with team members to resolve complex issues and improve service delivery. Document customer interactions and feedback for continuous improvement. SKILLS AND QUALIFICATIONS Excellent written communication skills in English. Strong problem-solving abilities. Proficiency in using chat support software and tools. Basic understanding of customer service principles. Ability to work in a fast-paced environment and handle multiple chats simultaneously. Strong attention to detail and accuracy in responses. Familiarity with CRM systems is a plus.
Role Description: The Team Leader for our Europe Business is responsible for leading, managing, and motivating a team of professionals to achieve high-performance results, meet objectives, and contribute to the success of our European business segment. Leadership and Supervision: Lead and mentor a team of Fraud Team Associates, providing guidance, support, and performance management. Strategic Planning: Develop and implement comprehensive fraud detection and prevention strategies aligned with organizational goals. Investigation Oversight: Oversee complex fraud investigations, ensuring thoroughness, accuracy, and timely resolution. Process Improvement: Continuously evaluate and enhance fraud detection systems, processes, and policies to increase efficiency and effectiveness. Reporting and Analytics: Prepare and present detailed reports on fraud trends, investigation outcomes, and risk assessments to senior management. Regulatory Compliance: Ensure all fraud management activities comply with relevant laws, regulations, and industry standards. Monitor and manage team performance, conducting regular performance evaluations, and identifying opportunities for improvement. Oversee day-to-day operations, ensuring smooth workflow and adherence to company policies and procedures. Maintain a strong focus on client satisfaction, ensuring that service levels meet or exceed client expectations Expected/Key Results Top of Form Ensure that the team consistently meets Service Level Agreements (SLAs) in accordance with project specifications. Take responsibility for delivering exceptional customer service and effectively manage client escalations to maintain client satisfaction. Uphold strict adherence to quality standards, established processes, and company policies. Manage attendance and roster arrangements to ensure efficient team operations. Lead the team effectively, fostering collaboration and resolving conflicts when they arise. Invest in self-improvement and continually enhance skill sets to stay at the forefront of the field
Role & responsibilities Training & Development Design and deliver engaging training sessions on communication, leadership, teamwork, emotional intelligence, and other soft skills. Curriculum & Content Creation Develop customized training materials, presentations, role-plays, and interactive exercises based on industry and organizational needs. Assessment & Feedback Evaluate trainees performance through assessments, role-plays, and real-time feedback to ensure skill improvement. Coaching & Mentoring Provide one-on-one coaching and mentorship to help individuals enhance their interpersonal and professional skills. Continuous Improvement Stay updated on soft skills trends, refine training methods, and measure training effectiveness through feedback and performance tracking.
Key Roles and Responsibilities: Handling Month End Accounting Handling Quarterly Statutory audit and resolving queries Detailed Variance analysis and highlighting the same to management Preparing Audit schedules and getting that signed off form auditors Preparing Standalone financials Monthly and Quarterly Required Skills and Qualifications: Preferred educational qualifications: CA Preferred work experience: 1-2years of experience
Preferred candidate profile: : Immediate Joiners preferred Bachelor's degree Proven experience in training with over 1+ years of experience as a Trainer on paper is an added advantage. Minimum of 3 years of experience in RCM with mandatory Hospital Billing experience Experience with the development of training materials including presentations, user manuals, and assessments. Classroom management skills Strong analytical and technical skills Exceptional organizational abilities Excellent interpersonal and communication skills. Visionary mindset with the ability to identify and implement innovative training solutions. Ability to thrive in a fast-paced and dynamic work environment. Familiarity with learning management systems and digital training platforms (ex: Articulate 360 applications) is a plus Role & responsibilities: Conducting multiple trainings for new hires and managed nesting along with certification process Maintain the training effectiveness above the required threshold by holding strong governance process in training Ability to read through various standard operating procedures and communicate the extracts to the trainees clearly Identify gaps between internal process and customers expectations to help business produce the desired outcome Create content / training material for effective training Revamp the training materials to suit the need of current business and easy understanding / knowledge transfer to trainees Liaison with QA to calibrate process knowledge Conduct workshops for project team members on recent update and US healthcare industry trends Perform user acceptance testing for any new process rollouts / automation in the program Provides refresher training for bottom quartile Support the team by performing floor trouble shooting to ensure all relevant queries are tracked and answered appropriately Periodic knowledge calibration with client
Originate residential mortgage loans through external and internal business channels. Conduct client consultations to assess financial needs and recommend appropriate mortgage products. Maintain a pipeline of mortgage loan applications, ensuring timely processing, underwriting, and closing. Analyze applicant financial status, credit, and property evaluation to determine feasibility of granting loans. Maintain current knowledge of all federal and state regulations relating to mortgage lending. Work closely with underwriters, processors, and closers to ensure smooth loan transactions. Build and maintain relationships with real estate agents, builders, and other referral partners. Meet established productivity goals and service standards.
Role and key responsibilities: Organic social content Develop and curate high-impact, engaging content that strengthens Firstsource's reputation across key strategic pillars Ensure all social media content aligns with organizational messages, business objectives and builds a strong narrative for the brand Partner with cross-functional internal stakeholders to identify and build relevant, impactful, and engaging content Collaborate with the design team to ideate and create visual communication that engages the audiences and effectively delivers the message Employee & Leadership Advocacy Build a strong employee advocacy program to amplify key initiatives and company culture. Support leadership advocacy through tailored content strategies Monitor and optimize employee-generated content for continuous impact and engagement Analysis and reporting Developing regular reports on social media performance and presence Recommending action basis insights/trends and best practices Lead ORM reporting and response process Recruitment marketing Act as a strategic business partner to the HR team, supporting on all recruitment marketing related initiatives, across firstAlum (Alumni Network), LinkedIn Life, Glassdoor, Indeed, etc. Develop and execute a compelling employer brand strategy on social media to showcase Firstsource as a great place to work. Regularly assess and refine content to ensure messaging stays fresh, relevant, and aligned with employer brand goals. Stay up to date with recruitment marketing trends, employer branding innovations, and industry best practices. Conduct competitive analysis to ensure Firstsource remains a top employer of choice on digital platforms. Skills and experience: 8 years of experience in communications, and content development, with proven experience in managing social media for a brand Strong knowledge of branding, content strategy and corporate communications in a global setting Exceptional communication skills in English (written and verbal) Ability to develop and execute creative, strategic, and data-driven social media campaigns Experience working in a fast-paced, dynamic environment, with virtual teams across time zones and locations Strong stakeholder management and collaboration skills Detail-oriented with a process-driven approach to documentation and execution. Ability to adapt messaging for different platforms and audiences. Ability to come up with creative, innovative ways to build interest and engagement across audiences
Candidates should have experience in Evaluation & Management (OP / IP) Must have strong knowledge of ICD-10 CM/PCS and CPT coding Anesthesia coding & Sugery Coding is an added advantage Must have Minimum 2 years of experience in E&M Coding Looking for Certified Medical Coders - Any Certification Roles & Responsibilities:- Creates update tracker and responsible for updating the team on trends and changes. Provides feedback & coaching on common error scenarios Performs review of claims denied/rejected for coding, documentation and clinical validation. Prepares reports for management review and identifies trends. Conducts focused retrospective audits and regular scheduled audits of individual coders. Creates update tracker and responsible for updating the team on trends and changes. In conjunction with the Coding Supervisors and Coding Manager, contributes to the development of educational and training opportunities for staff.
Principle Duties & Responsibilities: Annual budget : Coordinate and support the development of reconciliations, presentations and loading of data into financial system for the annual budgets for designated divisions Annual budget: Prepare procedures and identify efficiencies for annual budgeting process for designated divisions Projections & Forecasting : Work and collaborate with designated divisions to compile the current months projection for review with CFO Expense Reconciliation and Month End Closing: Develop and maintain reports that reconcile staffing and vendor information as it relates to actual performance vs budget including accrual tracking and processing through month end close process Expense Reconciliation and Month End Closing: Work with the Director of Philanthropy, Finance and the Lenfest group to assist in financial reporting and month end accrual tracking and processing of expenses tied to grant funding projects Ad Hoc Analysis & Reporting : Regular ad hoc analysis assignments for designated divisions Training & Collaboration : The Analyst will be asked to cross train with other analysts throughout the year to help spread knowledgebase throughout the Finance division Qualifications & Skills: Education: Undergraduate degree in Accounting, Finance, or Economics; MBA preferred Experience: 5 years in financial planning and accounting experience in a similar business environment Systems: Knowledge of Oracle fusion or other corporate accounting financial system Systems : Highly comfortable with Microsoft Office with emphasis on Excel as well as Google Suite with emphasis on Sheets and Slides Systems: Detail oriented with the ability to follow through and solve problems Communication : Can communicate clearly and effectively with other at various levels of the company as well as externally when needed Communication: Establish, cultivate, and maintain effective working relationships throughout the organization General Requirement: Workspace and record keeping should be well organized General Requirement: Must be very reliable with regards to meeting deadlines General Requirement: Adaptable and flexible to new ideas and changes in responsibilities as the operations develop General Requirement: Able to produce accurate results in a fast paced, high pressure environment
To know more about Firstsource please visit our website www.firstsource.com Leads the Resource Planning function for the UK Geo, encompassing Forecasting and Scheduling for the organization. Develops and implements effective Workforce Management (WFM) practices to address business challenges. Collaborates closely with cross-functional stakeholders and supports the Sales team with WFM insights and planning support. Builds strong partnerships with contact center operations, business unit leadership, and corporate support teams to understand and fulfill forecasting and scheduling needs. Designs and presents various forecasting, scheduling, and staffing models to evaluate and communicate the impact on service delivery and costs. Oversees the creation and execution of long-term forecasts and workforce budgets at both organizational and site levels. Identifies technological requirements within the scope of responsibilities and leads implementation of relevant tools and process improvements. Ensures service operations, including contact centers and other support functions, meet service level agreements, cost targets, and performance metrics through optimized recruiting and staffing strategies. Defines, communicates, and continuously evaluates role expectations for direct reports; mentors team members to improve individual and team performance based on key metrics. Identifies opportunities to enhance scheduling efficiency, forecasting accuracy, and adaptability to changing business and client requirements. Engages regularly with Operations teams to review long- and short-term forecasts, assess the impact of procedural changes, and address staffing and operational performance issues. Provides timely insights to WFM Service Delivery teams to support revenue maximization and cost optimization. Manages the WFM team within the allocated budget while proactively identifying opportunities to reduce costs. Maintains strong governance over team performance and regularly reports progress to WFM leadership. Skillset Requirement Fundamentally a strong people manager & mature leader Excellent communication skills, Creative, and should display effective thought leadership. Outcome focused, with thought clarity Experience working on WFM tools like NICE, Verint, Aspect and other leading WFOs Understanding of various statistical models and new gen technology used in Call centre forecasting and scheduling solutions. Six Sigma and COPC Certification will be an added advantage. Strong ownership and can-do attitude, dealing with ambiguity High IQ and EQ
Role & Responsibilities: Supervise and lead a group of associates to meet all SLAs relatives to all functions in the department. Maintain daily, weekly, and monthly production reports along with MBR and QBR including preparing Decks across all processes managed including circulating minutes. Monitor work allocation, pipeline management daily across all processes managed. Coordinate activities of the department with the manager to include workflow monitoring, process improvement, training, reporting and special projects. Provide recommendations for strategies and process improvements to add value to teams and clients. Coordinate with other internal support teams to ensure seamless production by the operations team. Responsible for team Attendance and team retention. To ensure the team follows adherence requirements Identify talent and mentor next level leaders. Create and Manage SOP for all processes handled along with periodic updates. Educational/Professional Qualifications: 1. Graduate degree or equivalent of (10+2+3) year of education. Required Skills: Very strong knowledge in US Mortgage business and servicing Mortgage claims process in specific. Proficiency to read through and understand FHA, VA loans, FNMA FHLMC HUD demands, Title packages & Conveyance. Should be well versed in conveyance process, GSE Claims, File checker and Investor Guidelines. Should have good knowledge in preparing FHA/VA/FNMA/FHLMC Claim package, post-sale & REO new file setup. Ability to handle multiple Shared mailboxes for clients and other vendors, agent should be able to read and understand recorded mortgage deeds verify the same with PM rails where attorneys update the information Should be well versed with US loan mortgage documents like delinquent letters, escrow analysis, title policies, Note, ect. Strong written and verbal communication skills and ability to converse with client & can make decisions based on the situation. Strong analytical, logical approach and data management skills. Good understanding of reports and performance management. Comfortable with flexible work timings including India late night shift to cover CST clients and willingness to extend work hours based on business need. Should have excellent command on MS-Office (Excel, PPT, Word) Should have excellent e-mail/phone etiquette. Ability to handle & accomplish multiple tasks, follow written & verbal instructions effectively. Ability to work under stringent deadlines and work with the team to meet deadlines. Must be a team player and can manage the team by leading as a role model.
Freshers with BE/BTECH/BSC/POST GRADUATES are not eligible 1 year Back office experince or any experince in BPO can apply UK Rotational shifts and offs Work from Office Work location Bangalore Need good communication skills
Key Responsibilities Design and develop integration solutions using appropriate technologies and tools. Collaborate with business analysts and stakeholders to understand integration requirements. Implement and maintain APIs, web services, and other integration components. Troubleshoot and resolve integration issues in a timely manner. Ensure data integrity and consistency across integrated systems. Document integration processes, solutions, and best practices. Perform regular system maintenance and updates. Stay up-to-date with the latest integration technologies and trends. Required Skills Experience with integration platforms (e.g., MuleSoft, Azure, AWS, API Management, Dell Boomi, Apache Camel). Knowledge of database technologies (e.g., SQL, NoSQL). Familiarity with DevOps practices and tools (e.g., Jenkins, Docker). Understanding of microservices architecture. Proficiency in programming languages (e.g., Java, C#, .NET, Javascript). Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field. 5+ years of experience in integration development or a similar role. Strong knowledge of integration technologies (e.g., REST, SOAP, XML, JSON). Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to work independently and as part of a team
Role Description: The Team Leader for our Europe Business is responsible for leading, managing, and motivating a team of professionals to achieve high-performance results, meet objectives, and contribute to the success of our European business segment. Leadership and Supervision: Lead and mentor a team of Fraud Team Associates, providing guidance, support, and performance management. Strategic Planning: Develop and implement comprehensive fraud detection and prevention strategies aligned with organizational goals. Investigation Oversight: Oversee complex fraud investigations, ensuring thoroughness, accuracy, and timely resolution. Process Improvement: Continuously evaluate and enhance fraud detection systems, processes, and policies to increase efficiency and effectiveness. Reporting and Analytics: Prepare and present detailed reports on fraud trends, investigation outcomes, and risk assessments to senior management. Regulatory Compliance: Ensure all fraud management activities comply with relevant laws, regulations, and industry standards. Monitor and manage team performance, conducting regular performance evaluations, and identifying opportunities for improvement. Oversee day-to-day operations, ensuring smooth workflow and adherence to company policies and procedures. Maintain a strong focus on client satisfaction, ensuring that service levels meet or exceed client expectations Expected/Key Results Top of Form Ensure that the team consistently meets Service Level Agreements (SLAs) in accordance with project specifications. Take responsibility for delivering exceptional customer service and effectively manage client escalations to maintain client satisfaction. Uphold strict adherence to quality standards, established processes, and company policies. Manage attendance and roster arrangements to ensure efficient team operations. Lead the team effectively, fostering collaboration and resolving conflicts when they arise. Invest in self-improvement and continually enhance skill sets to stay at the forefront of the field
Strategic: Develops, supports, and drives strategic objectives of the workforce management organization on behalf of multiple business units and in alignment with enterprise goals. Forms effective partnerships with various contact center operations, business unit leadership, and corporate support functions to understand and address organizational staffing requirements. Ensures development and execution of organizational and site level long term forecasts and workforce budgets. Identifies technology needs related to areas of responsibility; initiates and implements industry leading technology and process improvement projects . Ensures development and continuous improvement of organizational report structure supporting client, marketing, pricing, analytical and daily operations reporting requirements. Ensures national contact center and other supported service operations achieve required service level, cost targets, and overall performance metrics through development and implementation of optimal recruiting and staffing processes. Develops, communicates, and continuously assesses position requirements for direct reports; coaches colleagues to improve individual and team performance against established metrics Identifies opportunities to enhance scheduling efficiency and increase colleague effectiveness in response to changing business needs and client segment requirements. Communicates with executive management regarding long and short term forecasts, impact of procedural and process changes, and other staffing and operational effectiveness issues. Initiates and implements enhanced workforce management practices for the organization including direction of multi-site service center workforce management functions, scheduling administration; and provides support, direction, and development of direct reports. Works effectively within a team based environment and maintains good internal and external client relationships. Ensures organizational alignment through cooperative development of individual and departmental objectives with operations management team; and provides individual and organizational feedback on performance on a continuous basis. Operational: Ensure planning function works towards maximising revenue from operations Give timely inputs to maximise revenue and optimise cost Manage WFM function within the budget Proactively reduce WFM cost Leverage COE at low cost geographies to lower operating cost without compromising on output quality. Provide budgetary inputs to the finance team Actively participate in annual & quarterly budgeting process. Customer Satisfaction: Ensure high eVOC / iVOC scores Engage with clients / internal customers for value adds Act as consultant for the clients / internal customers Represent WFM during client visits Showcase WFM capability to clients as and when required. Provide geography specific inputs for new solution design. Ensure that all new projects GO-Green from WFM perspective in the geography. Employee Satisfaction: Ensure high team morale Ensure development of second level of leadership Ensure good work culture Coach / mentor and upskill the team Act as coach for conflict resolution within the team and cross functional teams Promote Firstsource culture Ensure learning and development of all team members