Voice Process Executive

Tekskills Inc.; Hyderabad; On-site; INR 550,000 - 750,000; Full time

Job summary

Tekskills Inc. in Hyderabad, India is seeking a TM Technical Training Support Associate to handle business customer servicing calls and provide technical support for Treasury Management products. This is a Tier 2 advanced support role with US EST hours from 6:30 PM to 3:30 AM.

The candidate should have 3+ years of voice process experience and ideally experience in Insurance/ Finance/ Banking. Diploma holders are welcome to apply.

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.

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.

Skills

Communication skills

Excel skills

Call center experience

Learning ability

Education

Diploma

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