Voice Process Executive

Tekskills Inc.; Chennai; On-site; INR 350,000 - 520,000; Full time

Job summary

Tekskills Inc. in Chennai is seeking a TM Technical Training Support Associate to handle business customer calls and provide Tier 2 technical support for Treasury Management products.

Candidates should have 3+ years of voice process experience, insurance/finance/banking exposure, and a diploma. Strong spoken and written communication is essential, with the ability to learn and teach processes.

Shift timings are 6:30 PM – 3:30 AM (US EST).

Qualifications

• 3+ years voice process experience.
• Experience in Insurance/ Finance/ Banking sector.
• Diploma candidates welcome.
• Excellent spoken and written communication.
• Willingness to work in a call center environment.

Responsibilities

• Under minimum supervision, perform moderately complex assignments with knowledge of procedures.
• Provide service and product support to the Treasury Management segment via phone and email.
• Identify, research, analyze and resolve complex problems with multiple solutions.
• Prioritize service issues and aim for first call resolution.
• Maintain up-to-date knowledge on products, services, procedures.
• Mitigate risk by activating/deactivating high-risk product services and reporting fraud.

Skills

Voice process

Communication skills

Call center

Learn/teach processes

Teamwork

Education

Diploma

Tools

Microsoft Excel

Job description

The TM Technical Training Support Associate shall be responsible for taking business customer servicing calls and providing technical support for Treasury Management products. This role is escalated customer support and is considered a Tier 2, advanced technical support for complex problems, support role.

Experience:

Relevant 3+ years voice process experience.

Insurance/ Finance/ Banking experience. (Anyone is mandatory)

Shift Timings: 6:30 PM 3:30 AM (US EST hours)

Any Diploma candidates fine.

Responsibilities

• Under minimum supervision, performs a variety of assignments that are moderately complex and require detailed knowledge of company and/or department procedures.
• Provides service and product support to the Treasury Management segment via phone and email.
• Responsible for identifying, researching, analyzing and resolving complex problems where multiple non-standard solutions are available.
• Prioritizes service issues and ensures they are completed as first call resolution via a recognized / accepted resolution by the customers.
• Maintains up to date knowledge on products, services, departmental systems and related technology, policies and procedures.
• Perform tasks to mitigate risk by activating and deactivating high risk product services (i.e. teller positive pay, etc.) and reporting potential fraud or suspicious activity.

Basic Qualifications

• Basic computer and Microsoft Excel knowledge
• Excellent spoken and written communication skills
• Ability to learn/teach basic and complex processes
• Willingness to work in a call center environment

Preferred Qualifications

• Previous call center experience of 1 year or more
• Financial Industry experience and, or Experience with Treasury Management products & services, specifically, Online Banking, ACH, Wire, Remote Deposit Capture, Business Security products like ACH and Check Positive Pay