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Process Advisor | International Voice Process @ Persolkelly India

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 Process Advisor | International Voice Process

Job Description

The role is with a British multinational investment bank and financial services company


Freshers with excellent communication willing to work in voice process can also apply


Voice & Back Office process

Salary: 40k NTH basis experience

WFH at the Moment

Candidates presently at Delhi / NCR, Ghaziabad, Noida only should apply


About [Acquiring & Issuing-Merchant Services]

The Merchant Services Transaction Cycle will partner with BI to provide seamless payment solutions for business customers (including processing of merchant payments, credit finance solutions and corporate credit cards). Technology and business processes that are simple, cost effective, automated and digital will underpin these solutions.

About [COMPANY Payments Merchant Services]

COMPANY Payments Merchant Services(BPMS) is a Voice & Back Office process and offers services like resolving client requests for technical help in relation to Point of Sale terminals which include Diagnostic, Troubleshooting and Fault Resolution and offer services for resolving Financial request relating to a clients Accounts which include processing and settlement of rejected transactions, financial queries, Reconciliation, Settlement queries, Statement Queries, Account Amendments, transaction fees, etc. Apart from this the back office consist of Data Servicing which is Operational day to day management of disputes processing for COMPANY Payment Solutions (UK & International acquiring) and commercial cards & prevention of chargebacks as a result of point of sales transactions with a focus on impairment losses and Processing and settlement of rejected transactions, financial amendments and the associated reconciliation of accounts in line with both card schemes and internal governance and control frameworks. Another aspect is application processing which is day to day management supporting application processing for COMPANY Payment Solutions. Responsible for data entry and KYC in relation to processing applications. Process capabilities may increase with time and are not limited to only mentioned above

Overall purpose of role

  • To effectively and efficiently respond to customer calls/make outbound calls to customers, reply to their queries and resolve issues
  • To ensure the quality of output and accuracy of information is maintained

Key Accountabilities

  • Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules
  • May have the authority to release and verify funds across a variety of systems used by the department.
  • Deal with customers and may be required to identify, log and escalate complaints and resolve queries by tracking them internally and escalate upwards if necessary
  • Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business grades of service and ensuring that all unresolved cases / queries are allocated to the respective areas
  • Responsible for identifying potential loss situations promptly escalating to the relevant areas to minimise the risk to the business and the customer
  • Adhere to organizational wide information security policies and procedures. Assist Team Manager /Process Expert in administration of the section, including organising workflow, queue management and query resolution

Stakeholder Management and Leadership

  • Build a healthy working relationship with all in-house & onshore COMPANY stakeholders.
  • Timely delivery of the assigned task in a precise and efficient manner

Decision-making and Problem Solving

  • Has good understanding of customer service and should have problem solving approach to be able to offer first call resolution to the customers
  • Maintains good customer relations
  • Excellent attention to details with high standards of quality in work
  • Is accountable for deliverables and works well in a team and maintains good relations with team members

Risk and Control Objective [This section is mandatory for all role profiles and must not be deleted]

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal COMPANY Policies and Policy Standards.

Person Specification

  • Effective communication skills
  • Minimum B2 12 English Language Fluency(CEF)
  • Under-Graduate/Graduate/Post-Graduate in any discipline (Freshers applicable however preferably Graduate Fresher)
  • Experience of working in a customer facing service environment
  • Flexibility in hours of work and ability to work changing shifts patterns

Essential Skills/Basic Qualifications:

  • Minimum B2 12 English Language Fluency(CEF)
  • Under-Graduate/Post-Graduate in any discipline (Freshers applicable however preferably Graduate Fresher)
  • Flexibility in hours of work and ability to work changing shifts patterns

Desirable skills/Preferred Qualifications:

  • Experience of working in a customer facing service environment

Interested candidates kindly send email to ap**********l@pe********y.com with Subject line "VOICE"


We at Kelly Services India do not ask job seekers to pay any kind of fee, make cash or online payment through any channel in exchange of interviews, offer letters or job for Kelly services or any of our clients . Nor do we ask our candidates to supply credit card numbers, PIN numbers, OTP details relating to bank accounts. If you receive any suspicious requests purportedly from Kelly Services India, please alert us at Ke***************a@ke**********s.co.in.

Job Classification

Industry: Banking
Functional Area: Financial Services, Banking, Investments, Insurance,
Role Category: Retail/Personal Banking
Role: Retail/Personal Banking
Employement Type: Contract

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Any Postgraduate in Any Specialization
Doctorate: M.Phil. in Dermatology, Ph.D in Any Specialization

Contact Details:

Company: PERSOLKELLY INDIA PRIVATE LIMITED
Address: PERSOLKELLY
Location(s): Noida, Gurugram

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Keyskills:   bpo Customer Service Investment Banking Back Office Processing Finance Banking Voice Process Credit Cards Outbound Calling Customer Relationship Customer Support KYC Bpo Voice Customer Care International Voice Process International BPO

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₹ 3,25,000 - 5,00,000 P.A

Persolkelly India

US MNC