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Production Specialist L2

Production Specialist L2

Wipro

3 - 5 years

4 - 8 Lacs

mumbai

Posted:4 days ago| Platform:

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Skills Required

compliance financial analysis insurance health insurance customer service sla process improvement variance analysis accounting business intelligence data collection technical support legal statistical analysis reporting tools finance

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

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

Develop and implement data collection processes that optimize financial data and increase value to customers. Perform in-depth financial variance analysis. Analyze financial data from multiple data sources to identify patterns and trends. Reconcile financial data from multiple data sources to identify discrepancies. Analyze and adjust multiple accounts to financially balance. Reconcile Accounts Receivable and related accounts. Analyze cash flow trends using statistical analysis and reporting tools. Locate and define new opportunities for controls and process improvement. Perform first level analysis of data and produce graphical/data sheet views of results. Document procedures, processes and workflows. Capable of prioritizing and scheduling diversified workload. Results oriented ?? driven to meet deadlines while still maintaining high-quality standards. Provide ad-hoc financial analysis as needed. Ability to communicate with internal and external resources to deliver analysis details. 3-5 years in a finance operation function. Advanced Excel Skills to design and execute logic references, lookup references, pivot tables, dashboards, etc. Exceptional verbal and written communication skills. Health Insurance Industry and/or CMS experience is a plus. Strong analytical, quantitative, written and interpersonal skills. High attention to details and results driven. Ability to work flexible hours, including weekends if required. Ability to work independently and manage multiple priorities. * Graduation Mandatory.
?¢ Bachelors in Accounting or Finance?¢ Knowledge with Business Intelligence tools (e.g. Microstrategy).?¢ Strong knowledge with Microsoft Excel Advanced Preferred.

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Production Specialist L2