Processor

Hiring for US Health Care Process for Gurgaon Location for US Shift.
Education-Non-Tech Graduate / No Regular MBA (Except B.Tech / BE/ LLB/ B.ED /BSc (IT)/MCA)
Shift Timing - 5:00 PM - 3:00 AM 5 days' Work from Office Both Side Cabs Depend upon Address should be in Hiring Zone. Work Location: Gurugram Sector 48 Candor Role Processor (Backend) Experience Range- Up to 3 Years Band- AA Summary You will help empower results for our client by processing and/or auditing Benefits / HR transactions in a timely and accurate manner. You will work with the Subject Matter Expert and manager to identify issues, opportunities for improvement and recommend / implement solutions for various clients. Your Impact as a Processor Timely completion of the task, Inventory management and ongoing quality service delivery of the task assigned. Complying to all Data Security and Code of Conduct standards, MIS, internal guidelines and following customer concern matrix Carrying out data entry and rule-based entry for processes and performing simple process calculations. Education Graduate with Bachelors Degree (Except B.Tech / BE/ LLB/ B.ED /BSc (IT)/MCA)
You bring knowledge & expertise Required Experience 0 - 2 years work experience in back office or similar transaction processing Good computer operating skills required (MS- Office Applications) with typing Speed of Minimum 25 WPM with 90% Accuracy You should demonstrate good written & verbal communication Preferred Experience Previous experience from Outsourcing and possessing good social skills Work Condition Flexibility to work in US Shift environment Flexibility to occasionally extend work hours to meet business needs Flexibility to move across client teams.

Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver