Senior Associate

Inviting applications for the role of Associate/Sr. Associate - Chat Support for a Leading US FinTech

In this role,the colleague will be responsible for providing a world-class experience for our members, while managing concurrent chat interaction(s) up to a triple concurrency. They would be responsible for resolving complex issues efficiently capturing all relevant information from the Member accurately, as per US regulatory & compliance requirements.

Successful candidates should possess experience in servicing US based customers, preferably in Banking, crypto Financial Crime and/or FinTech Domains. They should have proven ability ofhaving demonstrated key skills including logical thinking, problem solving, transaction analysis and customer spending patterns/behavior.

Responsibilities

Servicing in-bound chat enquiries from Members requesting service & support with, but not limited, to:

• Domain Experience: BFSI

• Channel Experience: Chat (International Chat Process)

• Work Experience: Relevant experience in International Chat process

• Communication & Comprehension Competencies: Versant Level 5 (58+) - during times of rapid hiring requirements, scores of 55-57 will be considered.

• Typing Speed: >25 WPM

• Shift: Rotational shifts

• Attitude: Customer and Solution Centric, patient & empathetic, eye for detail

• Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word

• Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.

• Use available information and tools to validate identity of the caller to safeguard Member information.

• Initiate effective and timely written communication with Members.

• Accurately and efficiently capture customer interactions, notes and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.

• Effectively guide Members to navigate online tools and applications to enable self-serve.

• Adhere to all policies and procedures while showcasing Member centric servicing ethos.

• Ensure high quality service delivery in a 24/7 environment.

• Take allotted training and execute action plans discussed during coaching sessions.

• Continuously focus and drive improvements according to behavioural and SMART action plans from TLs and OMs

• Seek steady improvement according to the QA guidelines.

• Key performance indicators - CSAT

Qualifications we seek in you!

Minimum Qualifications

• Graduate/bachelor's degree preferred

• Comfortable working in a 24/7 work Environment with Rotational shifts.

• Relevant experience in Chat Servicing for banking/Fintech processes and/or credit card industry

• Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written responses.

Preferred Qualifications/ Skills

• Excellent customer service skills and ability to assist in customer inquiries independently.

• Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.

• Self-disciplined, diligent, proactive and detail oriented

• Ability to effectively manage time and individually prioritize multiple tasks of competing priority.

• Ability to maintain high levels of confidentiality and data security standards.

• Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.

• Keen attention to detail, customer profiling and pattern identification

• Basic knowledge of Banking Industry & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA