Associate - US Voice Process

Zinnia Digital Service; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Zinnia Digital Service in Gurugram seeks an experienced customer service professional specialized in annuity and life products to support clients via high-quality phone assistance and precise information processing. You will research issues, ensure timely resolutions, and communicate clearly with customers, sales teams, and clients.

The role emphasizes maintaining product knowledge, accuracy in contract-related transactions, and strong interpersonal skills to grow with the team.

Qualifications

• Bachelor's degree and preferred financial services experience.
• 2–5 years customer service and transaction processing.
• Minimum 2 years US/International voice call center experience.
• Strong communication and organizational skills.
• Overtime availability.

Responsibilities

• Provide high quality, individualized phone support to customers and sales representatives.
• Process information requests and conduct research to resolve complexities.
• Deliver accurate, prompt resolutions and relay information verbally and in writing.
• Answer incoming calls and make necessary outgoing calls as needed.
• Handle contract level service requests including applications, billings, transfers, redemptions, claims and elections.
• Build relationships with clients by becoming a dedicated resource and ensuring quality service.
• Develop broad understanding of products, services, policies, procedures, regulations, and laws for effective service delivery.

Skills

Customer service

Phone support

MS Office

Organizational skills

Written communication

Education

Bachelor's degree

Tools

MS Office

Job description

WHO YOU ARE:

You are a customer service professional specializing in Annuity and Life Products with effective oral, written, and interpersonal communication skills. You have a desire to grow personally and professionally with an aptitude for advancement. You enjoy working effectively with your teammates and enjoy developing relationships with clients and customers by becoming a dedicated resource.

WHAT YOU'LL DO:

• You will be responsible for providing customers and sales representatives with high quality, individualized phone support, processing requests for information, and conducting research and analysis to ensure successful outcomes when complexities arise.
• Representatives must deliver accurate and prompt resolution of any issues that arise, and relay necessary information to the customers, sales representatives, or client by both verbal and written communication.
• Answers incoming calls and completes outgoing calls as needed
• Calls include answering customer questions and providing comprehensive customer support
• Accurately and timely completion of service requests related to contract level transactions and providing confirmation of contract level information
• Researches and analyzes issues to ensure successful outcomes and or resolution
• Develops relationships with clients and customers by becoming a dedicated resource
• Ensures high quality and consistency to customers by processing and servicing
• Develops broad understanding of products, services, policies, procedures, regulations, and laws for effective service delivery
• Contract level service requests include initial contract applications, billings, purchases, transfers, redemptions, claims, and other financial and non-financial transactions and elections available

WHAT YOU'LL NEED:

• A Bachelor's degree and prior financial services experience preferred
• 2 to 5 years experience of providing customer service and transaction processing support
• Minimum 2 years of US/International Voice call center experience
• Work history which demonstrates personal growth and aptitude for advancement
• Strong PC and keyboarding skills and the ability to use Microsoft Office products and auxiliary equipment and software
• Requires strong organizational skills and attention to detail
• Excellent communication skills both oral and written
• Candidates must be able to work required overtime