Associate

Description

• For Affirm , Saturday and Sunday will be FIXED Working Day

• Effective September 2024 onwards

• Affirm

Process information and Job Role:

• A Customer Care / Fraud Operations agent is assigned job responsibilities to make and receive Calls,

• Chats and Emails related to customer queries and client investigations on various special

• circumstances that fall in scope of services. The key responsibility will be to Review account activities,

• diagnose account issues and identify areas which could link up to fraud attacks or any other banking

• related issues (no limited to). The representati ve represents clients in terms of performing various

• actions like Solving Complex fraud scenarios, Dispositions, investigations on historical data etc. This is

• a 24 x 7 process with rotational shifts and rotational week offs (Sat Sun is not a fixed week off)

• Assisting prospective customers with all processes & sub processes in connection with Client

• products & processes through phone calls, emails and chat servicing

• Handling contacts & ensuring that issues are resolved promptly, thoroughly, & in a

• professional manner

• Taking ownership & researching / resolving inquiries verbally, in writing, & online (as

• applicable)

• Providing feedback to management; proactively, regarding necessary changes and updates;

• including policies, upgrades & Customer Care issues (if any)

• Keeping accurate records of communication with customers including dispositions & notes

• Taking accurate & appropriate follow - up actions as defined in Client’s process &

• procedure documents or as otherwise mutually agreed upon by Firstsource & Client

• Independently solving complex fraud scenarios and cases using data and solid judgement

• Processing exceptional cases & escalation cases including floor technical support,

• Complaints, Team Lead calls, disputes, refunds, chargebacks & others as required

• Making monetary & non - monetary adjustments to accounts as required

• Monitoring & managing the contact queues

• Dispositioning & notating each Contact correctly and completely

• Participating in pilot programs & outbound campaigns as requested by Client

• Technical Skills: The ability to navigate a PC; proficiency working in MS Windows / Apple MAC

• based environment & basic knowledge of word processing & spreadsheet applications (not

• limited to)

• Professional telephone manner & pleasant voice; listening skills & empathy.

• Problem resolution skills & accountability (desire to provide single call resolution / first call

• resolution)

• Business writing skills – Correct grammar, punctuation & spelling; ability to organize

• knowledge & thoughts into convincing arguments, and to convey meaning through well -

• constructed text/statement in emails / chats (as applicable)

• Displays a number of skills as applicable, e.g., empathy, acknowledgement, proactive

• recommendations, paraphrasing, professionalism, Avoid Repetition & Rate of speech / Crisp

• & Clear Communication, Tone & Mannerism / Telephone Etiquettes, Assertive & Confi dent,

• etc.

• Polished delivery (ability to communicate in a structured & effective manner)

• Excellent time management (ability to multi - task to solve issues for Customers, while

• De - escalate customer situations, manage customer expectations & follow - up on customer

• commitments.

• Ability to multitask in multiple windows / screens / applications of activity on a computer /

• Mac.

• Selling skills – Ability to overcome objections, ability to negotiate, fact finding & explore

• resolution. Provide Best Possible Solutions

• Meet client’s quality, productivity and production hours target in experiential learning

• environment from training phase onwards

• Key Performance Indicators

• Regularly review suspicious account activities, diagnose account issues, and identify links

• to deter fraud attacks

• Work collaboratively with our Customer Operations team to resolve incoming customer

• complaints.

• Handle escalations & effective communication

• Interact with other team functions as applicable and in a timely manner

• Prioritizes work and initiate corrective measures to resolve day - to - day work related

• problems

• Open to working in a Blend Process – Calls, Data Entry & Emails/Chats

• Sound knowledge of MS Office

Requirements

• Undergraduates

• Experienced*

• Stable (if experienced - no work gaps)

• Should not be pursuing studies real time

• SVAR

Skillset Required:

• Thought Process - Adaptable to customer cues.

• Basic knowledge of computer and excel (Windows and Apple)

• Good Communication

• Agile/ Quick learner

• Telephone etiquette / Good email etiquette

• Can take ownership/ understand escalation grid.

• Managing queues

• Mu lti - tasking

• Consultative

• Process

• type

• Blended ( The role primarily involves voice based interactions with supplemental email and

• chat support )

• Incentive Attendance bonus, No Quality/ compliance errors

• Shifts Rotational shift 5:30 pm to 9:30 am (shift schedules based on client requirements)

• Offs Rotational offs/ split offs

• Need to work on Sat and/ or Sun as per client requirement

• OTs Yes

• Sac Offs Yes

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