Process Associate

Wipro; Kolkata District; On-site; INR 250,000 - 400,000; Full time

Job summary

Wipro is seeking a Customer Service Associate for a voice process in our Kolkata center. The role focuses on handling client inquiries, resolving issues, and maintaining accurate records.

Fluency in English and strong communication are essential, along with a customer-first attitude and attention to detail. The candidate should have 6 months or more in service-related roles, with prior call center exposure considered an advantage.

Qualifications

• Graduate or HSC education required.
• Experience in service Industry, 6 months+ desirable.
• Experience in call center will be an advantage.
• Strong communication skills with voice clarity and English fluency.
• Willingness to rotate shifts; courteous with attention to detail.

Responsibilities

• Support process by managing transactions to required quality standards.
• Handle incoming requests via telephone and emails courteously.
• Document user information and issue details.
• Update availability in RAVE system to maintain productivity.
• Record, track, and resolve queries; follow SLA guidance.
• Provide product support and troubleshoot client issues.
• Maintain knowledge bases and self-help documents for faster resolutions.
• Elevate issues to Team Leader when needed.
• Ensure product information is disclosed during calls/emails.

Skills

Voice clarity

Accent neutrality

Fluency in English

Grammar

Good listening and speaking

Willingness to learn

Sales skills

Customer service orientation

Attention to detail

Teamwork / collaboration

Education

Graduate / HSC

Tools

RAVE system

Job description

Job Details

• S No. Details Description
• 1 JD#
• 2 Domain Customer Service
• 3 Category Voice
• 4 Level 1A –Associate level
• 5 Educational Qualification Graduate / HSC
• 6 Experience Worked in service Industry
• Experience of 6 months and above desirable.
• Experience in call center will be an advantage.
• 7 Age
• 8 Communication Skill required Voice Clarity
• Accent Neutrality
• Fluency in English
• Grammar
• 9 Ability Skill Required (Tech test, Keyboard navigation, Aptitude test, Other domain specific tests) Knowledge of basic computer operations
• Willingness to rotate shifts, as needed
• Courteous with strong customer service orientation.
• Dependable with attention to detail.
• Good listening and speaking skills.
• Willingness to learn.
• Good sales skills.
• 10 Client mandated test (Contractual) Reference Check (PI)
• Culture Fitment Check (PI)
• Stability Check (PI)

Job Details

• S No. Details Description
• 1 JD#
• 2 Domain Customer Service
• 3 Category Voice
• 4 Level 1A –Associate level
• 5 Educational Qualification Graduate / HSC
• 6 Experience Worked in service Industry
• Experience of 6 months and above desirable.
• Experience in call center will be an advantage.
• 7 Age
• 8 Communication Skill required Voice Clarity
• Accent Neutrality
• Fluency in English
• Grammar
• 9 Ability Skill Required (Tech test, Keyboard navigation, Aptitude test, Other domain specific tests) Knowledge of basic computer operations
• Willingness to rotate shifts, as needed
• Courteous with strong customer service orientation.
• Dependable with attention to detail.
• Good listening and speaking skills.
• Willingness to learn.
• Good sales skills.
• 10 Client mandated test (Contractual) Reference Check (PI)
• Culture Fitment Check (PI)
• Stability Check (PI)

Job Description

Job description:

Job Description

• 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 elevate 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

NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Job Summary

The Provider Service Center Agent acts as the primary liaison between the healthcare payer and its contracted providers. This role is responsible for handling provider inquiries related to claims, eligibility, benefits, authorizations, and provider data while ensuring adherence to US healthcare regulations, payer policies, and service-level agreements (SLAs).

Key Responsibilities

• Handle inbound calls, emails, and portal inquiries from physicians, hospitals, and ancillary providers
• Respond to provider questions on claims status, payment disputes, denials, and adjustments
• Verify member eligibility, benefits, and coverage details across Commercial, Medicare, and Medicaid plans
• Support prior authorization, referral, and utilization management inquiries
• Assist with provider enrollment, credentialing status, demographic updates, and contract-related requests
• Document all interactions accurately in payer systems such as CRM, claims, or provider management platforms
• Ensure strict compliance with HIPAA, CMS, and internal payer policies
• Meet defined SLAs, quality standards, and productivity metrics
• Identify trends, repeat issues, and potential process gaps and elevate when required

Required Qualifications

• Under Graduate or equivalent education
• 0–3 years of experience in US healthcare payer, provider services, or contact center operations
• Working knowledge of claims processing, eligibility, benefits, and authorization workflows
• Strong verbal and written communication skills
• Ability to navigate multiple systems in a fast-paced environment

Preferred Qualifications

• Experience supporting US healthcare payers (Commercial / Medicare / Medicaid)
• Familiarity with CPT, ICD-10, and HCPCS codes
• Exposure to US healthcare regulations including HIPAA and CMS guidelines
• Prior experience with payer systems and provider portals

Key Skills & Competencies

• Provider-focused customer service
• High attention to detail and documentation accuracy
• Problem-solving and analytical mindset
• Time management and ability to meet SLAs
• Compliance and data privacy awareness
• Team collaboration and adaptability

Performance Metrics

• Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Quality and compliance audit scores

SLA adherence and productivity targets