JOB SUMMARY:
Provides administrative processes support for routine back office tasks such as client support processing, researching customer deposit and loan-related questions/problems, and performing miscellaneous customer and account maintenance as defined by client specific procedures. Routine decision-making is tightly defined, with greater latitude at higher job levels, all the while focused on efficient processing of high-volume transaction-oriented assignments.
GENERAL DUTIES & RESPONSIBILITIES:
- Performs tasks to ensure compliance with work group and client-specific procedures to further guarantee adherence to service level agreements.
- Performs customer and account maintenance per reports, client workflow solution, postal mail, or by direct instruction from immediate supervisor.
- Directs all work requests from sources outside the department to immediate supervisor for consideration and approval.
- Answers incoming telephone calls and direct calls to appropriate resource for resolution. Escalates unresolved issues according to the work group?s escalation guidelines.
- Works with appropriate system and vendor reports to ensure timely and accurate processing of all regulatory and non-regulatory issues.
- Assists in tracking, compiling, and completing reports as assigned.
- Makes recommendations to the department supervisor on any matter affecting productivity, efficiency, service or problem resolution.
- May mentor and guide more junior Account Services Specialists and/or proactively assist in production issues and questions.
- Maintains up-to-date procedure manuals and writes drafts for changes to procedures.
- May research and resolve internal and external customer-submitted and client-submitted account questions or problems outside normal daily procedures.
- Performs other related duties as assigned.
EDUCATIONAL REQUIREMENTS:
A high school diploma or GED is required for this role.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
Exp : 1-3 yrs
Location : Pune
Np: 15days to Immediate
Knowledge of banking principles, operations and processes
Strong PC skills with basic knowledge of Microsoft Office applications
Detail-oriented and customer-driven, focusing on providing the highest quality products and services to Client internal and external clients
Excellent data entry skill
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Excellent verbal and written communication skills
Effective analytical, problem-solving, team, and time management skills
Ability to work independently on problem tickets within the client problem ticket solution
Ability to maintain confidentiality and carry out assignments that are sensitive in nature
Ability to work both independently and in a team environment
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