Role & responsibilities Professionally handle incoming customers' inquiries (via phone, chat & email). Performs 50% voice and 50% non voice tasks. Thoroughly and efficiently gather required customer information Research remittance information and updated status of the transaction. Review documents shared by customers to match with Internal information. Work closely with Partners and other stakeholders to ensure delivery of remittance submitted. Meet and exceed company and individual performance metrics. Be a reliable and agile resource for customer service. Soft Skills Good oral and written business English communication skills with emphasis on comprehension, fluency and sentence construction. Excellent multi tasking ability and research skills. Good customer service orientation. Ability to set expectations, deliver and mediate information in a positive way. Good attention to details and meticulous attitude. Good time management skills. Critical thinking and decision-processing skills. Ability to work in a routinary environment, strong self-discipline, work ethic and resilience. Must be willing to work onsite (3rd floor, Panchshil Avenue, Kalyani Nagar - wadgoan sheri Rd, pune MH 06) Must be willing to work in a shifting schedule including weekends and holidays. Technical Skills Typing speed of at least 35 WPM. Effective business writing skills. Experience in using multiple web tools is a must. Good internet and computer navigation skills. Experience, Education, Age Must have 1 year customer experience in BPO. Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus. Multi channel and omni channel experience is also an advantage (voice and non voice experience). Completed Senior High School or its equivalent (2nd year college). College degree preferred but not required. Legal age of employment; at least 18 years old.
Role & responsibilities Professionally handle incoming customers' inquiries (via phone, chat & email). Performs 50% voice and 50% non voice tasks. Thoroughly and efficiently gather required customer information Research remittance information and updated status of the transaction. Review documents shared by customers to match with Internal information. Work closely with Partners and other stakeholders to ensure delivery of remittance submitted. Meet and exceed company and individual performance metrics. Be a reliable and agile resource for customer service. Soft Skills Good oral and written business English communication skills with emphasis on comprehension, fluency and sentence construction. Excellent multi tasking ability and research skills. Good customer service orientation. Ability to set expectations, deliver and mediate information in a positive way. Good attention to details and meticulous attitude. Good time management skills. Critical thinking and decision-processing skills. Ability to work in a routinary environment, strong self-discipline, work ethic and resilience. Must be willing to work onsite (3rd floor, Panchshil Avenue, Kalyani Nagar - Wadgoan Sheri Rd, Pune MH 06) Must be willing to work in a shifting schedule including weekends and holidays. Technical Skills Typing speed of at least 35 WPM. Effective business writing skills. Experience in using multiple web tools is a must. Good internet and computer navigation skills. Experience, Education, Age Must have 1 year customer experience in BPO. Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus. Multi channel and omni channel experience is also an advantage (voice/email/chat experience). Completed Senior High School or its equivalent (2nd year college). College degree preferred but not required. Legal age of employment; at least 18 years old.
Role & responsibilities Professionally handle incoming customers' inquiries (via phone, chat & email). Performs 50% voice and 50% non voice tasks. Thoroughly and efficiently gather required customer information Research remittance information and updated status of the transaction. Review documents shared by customers to match with Internal information. Work closely with Partners and other stakeholders to ensure delivery of remittance submitted. Meet and exceed company and individual performance metrics. Be a reliable and agile resource for customer service. Soft Skills Good oral and written business English communication skills with emphasis on comprehension, fluency and sentence construction. Excellent multi tasking ability and research skills. Good customer service orientation. Ability to set expectations, deliver and mediate information in a positive way. Good attention to details and meticulous attitude. Good time management skills. Critical thinking and decision-processing skills. Ability to work in a routinary environment, strong self-discipline, work ethic and resilience. Must be willing to work onsite (3rd floor, Panchshil Avenue, Kalyani Nagar - wadgoan sheri Rd, pune MH 06) Must be willing to work in a shifting schedule including weekends and holidays. Technical Skills Typing speed of at least 35 WPM. Effective business writing skills. Experience in using multiple web tools is a must. Good internet and computer navigation skills. Experience, Education, Age Must have 1 year customer experience in BPO. Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus. Multi channel and omni channel experience is also an advantage (voice and non voice experience). Completed Senior High School or its equivalent (2nd year college). College degree preferred but not required. Legal age of employment; at least 18 years old.
Role & responsibilities Professionally handle incoming customers' inquiries (via phone, chat & email). Performs 50% voice and 50% non voice tasks. Thoroughly and efficiently gather required customer information Research remittance information and updated status of the transaction. Review documents shared by customers to match with Internal information. Work closely with Partners and other stakeholders to ensure delivery of remittance submitted. Meet and exceed company and individual performance metrics. Be a reliable and agile resource for customer service. Soft Skills Good oral and written business English communication skills with emphasis on comprehension, fluency and sentence construction. Excellent multi tasking ability and research skills. Good customer service orientation. Ability to set expectations, deliver and mediate information in a positive way. Good attention to details and meticulous attitude. Good time management skills. Critical thinking and decision-processing skills. Ability to work in a routinary environment, strong self-discipline, work ethic and resilience. Must be willing to work onsite ( 2nd Floor Survey No. 210, Panchshil Avenue, Plot No. 71, Kalyani Nagar - Wadgaon Sheri Rd, Marigold complex, Yerawada, Pune, Maharashtra 411006 ) Must be willing to work in a shifting schedule including weekends and holidays. Technical Skills Typing speed of at least 35 WPM. Effective business writing skills. Experience in using multiple web tools is a must. Good internet and computer navigation skills. Experience, Education, Age Must have 1 year customer experience in BPO. Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus. Multi channel and omni channel experience is also an advantage (voice and non voice experience). Completed Senior High School or its equivalent (2nd year college). College degree preferred but not required. Legal age of employment; at least 18 years old.
Role & responsibilities Risk Investigator Associates are ambassadors who earn customer loyalty by delivering personalized, convenient, and secure service. They maintain a high-quality customer experience through a customer-centric approach and take ownership of risk mitigation, complying with various regulations and policies to ensure timely delivery of customer transactions. Risk Investigator Associate acts as a first point of contact ensuring a high-quality, secure, and customer-centric experience while mitigating risks and ensuring compliance. Review transactions and all available information to understand our customers while respecting all identities. Make customer-centric decisions and take the path of least resistance to protect our customers. Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks. Exhibit a bias for action on observed patterns and trends, and take ownership by providing timely and accurate resolutions based on customer and market needs. Aim for excellence during goal setting, keeping continuous improvement foremost in mind, whether for personal development or process enhancement. Identify suspicious activities and unusual patterns that could result in fraud, including, but not limited to, AML issues and activities reported by other staff members. Contact customers and banking institutions to verify legitimate transactions and payment information. Communicate effectively, showing respect, genuine empathy, and care. Properly document all interactions and findings using the organization's tools and platforms. Be data-driven when presenting feedback and recommendations. Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behaviors. Serve as backup support for the Customer Service team when needed. Answer transferred calls from the Customer Service team regarding transactions currently under review or those that resulted in customer dissatisfaction due to the review process. Provide critical support as needed to handle escalations and process Risk Reviews. Partner and collaborate effectively with the rest of the Customer Success and Risk Operations teams. Contribute to and participate in continuous improvement projects aimed at enhancing operational processes. Preferred candidate profile Qualifications Soft Skills Excellent written and verbal English communication skills Ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses Critical thinking and decision-processing skills. Amenable to work onsite and during unconventional hours (evenings, weekends and holidays) Demonstrates flexibility to work overtime based on business needs Must be willing to work onsite (Yerawada, Pune, Maharashtra). Must be willing to work in a shifting schedule including weekends and holidays. Technical Skills Typing speed of at least 30 WPM. Experience in using multiple web tools is a must. Good internet and computer navigation skills. Experience, Education, Age At least one (1) year of working experience in Risk Management or related fields such as E-Commerce, Fraud Prevention, Quality Control, Retail (process payments, debit cards, credit cards, reimbursements, disputes). Process improvement and documentation experience is a plus. Six Sigma Certification: Yellow Belt is a plus. College Graduate or completed 3 year Bachelors College Degree. A Bachelor's Degree in Management, Finance, Business or related fields is an advantage. Candidates must be of legal working age.
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