4399182-Executives

EXL Talent Acquisition Team; Dadri; On-site; INR 250,000 - 350,000; Full time

Job summary

EXL Talent Acquisition Team in Noida, India, is seeking an Associate/Senior Associate in Operations to handle disputed account issues, record and process disputes, and coordinate with clients and sellers to resolve cases.

The role requires keen attention to detail, good English comprehension, and basic understanding of credit card statements, with 24x7 shift openness.

Qualifications

• Graduate with good Computer literacy.
• 0 months to 1 year for Associate, and 1 to 2+ years for senior associate with experience in any customer service (preference given in banking industry domestic or international)
• Minimum 15 years of education

Responsibilities

• Resolved disputed account issues.
• Record and process received disputes.
• Determine the appropriate dispute classification from listed types.
• Order new and review existing documentation to resolve dispute.
• Prepare correspondence (letters, emails, and/or faxes) and follow up with investigation via email and/or fax.
• Electronically file all documentation according to policy and procedure.
• Obtain account information and account verification from seller of the account.
• Serve as liaison between debtors, sellers and other parties and Company on disputed accounts; provide information as required to appropriate parties.

Skills

Attention to detail

Results oriented

Analytical reasoning

Adaptable

Night shifts

Business etiquette

Basic IT skills

Typing speed

Team player

Clear communication

High accuracy

Self-discipline

Education

Graduate with computer literacy

15 years education

Job description

JOB DESCRIPTION

Position Title, Responsibility Level: Associate/Sr Associate

Function: Operations

Reports to: Assistant Manager/Lead Assistant Manager – Operations

Permanent/Temporary: Permanent

Span of Control – Nil

Location: Noida

Roles and Responsibilities

• Resolved disputed account issues.
• Record and process received disputes.
• Determine the appropriate dispute classification from listed types.
• Order new and review existing documentation to resolve dispute.
• Prepare correspondence (letters, emails, and/or faxes) and follow up with investigation via email and/or fax.
• Electronically file all documentation according to policy and procedure.
• Obtain account information and account verification from seller of the account.
• Serve as liaison between debtors, sellers and other parties and Company on disputed accounts; provide information as required to appropriate parties.

Skill Set

• Good English Comprehension skills
• Basic understanding of credit card statements (Domestic or International)
• Eye for detail

Performance parameters

• Productivity
• Quality / Accuracy
• Turn Around Time and Cycle Time of work assigned
• Domain expertise and certifications scores
• Schedule adherence, Punctuality and Discipline

Primary Internal Interactions

• SME for technical assistance/process updates/training
• Assistant Manager for the purpose of performance reviews, training and development
• Manager for the purpose of settling performance issues and skip meetings

Primary External Interactions

• Escalation teams at the client end for the purpose of seeking clarifications and answering queries

Organizational Relationships

Reports To : ; ; ; ; ; ; ; Assistant Manager ;/ Lead Assistant Manager ; ; ; ; ; ; ; ; ; ; ; ; ; ; ; ; ; ; ;

Skills

• Attention to detail
• Commitment and drive for results
• Questioning, reasoning and analytical
• Adaptable and Flexible
• Open to work in 24X7 shifts especially night shifts
• Business Etiquette
• Technical Skills Basic IT, Comfortable with computers, MS office usage
• Typing speed of 30 words with high accuracy
• Soft skills Strong team player
• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• High accuracy at work
• Self-Discipline, Listening, Patience

Education Requirements and Work Experience:

• Graduate with good Computer literacy
• 0months to 1 year for Associate, and 1 to 2+years for senior associate with experience in any customer service (preference given in banking industry domestic or international)
• Minimum 15 years of education