Associate

Job Description

Role Purpose
The role aims to provide effective technical support for the assigned process, resolving client issues directly or escalating as needed, to meet process SLA requirements.

Responsibilities

Process Support and Client Interaction:

• Manage transactions to meet quality standards.
• Respond to client requests via phone and email professionally and courteously.
• Document user details (e.g., name, department, contact info, and issue).
• Update availability in the RAVE system for process productivity.
• Record, track, and resolve queries following standard procedures and contract SLAs.
• Use knowledge bases and resources to provide effective problem resolution.
• Identify red flags and escalate critical issues to the Team Leader when required.

Technical Support and Troubleshooting:

• Deliver excellent customer service by diagnosing and resolving client queries.
• Guide users through step-by-step solutions and troubleshoot effectively.
• Maintain logs of customer interactions using designated tracking systems.
• Offer alternative solutions to retain business and ensure client satisfaction.
• Ensure product disclosures are shared with clients before and after calls/emails.

Knowledge Building and Training:

• Update self-help documents to enhance resolution time.
• Stay current with product features, changes, and updates via training.
• Collaborate with Team Leaders to address training themes and learning issues.
• Participate in self-learning opportunities and maintain personal networks.

Compliance and Reporting:

• Adhere to service agreements to avoid legal challenges.
• Document and analyze call logs to identify trends and prevent recurring issues.
• Follow up with clients to record feedback and ensure SLA compliance.

Stakeholder Interaction

Internal Stakeholders:

• Team Leaders: Performance reviews.
• HR: Hiring, engagement, and retention.
• Training Team: Capability development.
• Technical Lead: Training and issue escalation/resolution.

External Stakeholders:

• Clients: Query resolution and service delivery.

Key Competencies

Functional Skills:

• Process Knowledge: Understanding of assigned process, tools, and systems (Foundation to Competent level).

Behavioral Competencies:

• Collaborative working.
• Problem-solving and decision-making.
• Attention to detail.
• Execution excellence.
• Client-centric approach.
• Effective communication.

Performance Parameters

1. Process Efficiency:

• Number of cases resolved per day.
• Compliance with process quality standards and SLAs.
• Customer feedback and Pulse score.

2. Self-Management:

• Productivity and efficiency.
• Absenteeism.
• Training hours completed, including technical training.