Responsibilitiess

• Domain Experience: BFSI

• Channel Experience: Voice (International Voice Process)

• Work Experience: Relevant experience in International Voice process

• Communication & Comprehension Competencies: Versant Level 5 (58+) - during times of rapid hiring requirements, scores of 55-57 will be considered.

• Typing Speed: >25 WPM

• Shift: Rotational shifts

• Attitude: Customer and Solution Centric, patient & empathetic, eye for detail

• Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word

• Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.

• Use available information and tools to validate identity of the caller to safeguard Member information.

• Initiate effective and timely written communication with Members.

• Accurately and efficiently capture customer interactions, notes and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.

• Use internal and third-party web tools to execute dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations.

• Effectively guide Members to navigate online tools and applications to enable uploading of documents.

• Adhere to all policies and procedures while showcasing Member centric servicing ethos.

• Ensure high quality service delivery in a 24/7 environment.

• Take allotted training and execute on action plans discussed during coaching sessions.

• Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs

• Seek steady improvement according to the QA guidelines.

Qualifications we seek in you!

• Graduate/Bachelor\xe2\x80\x99s Degree preferred

• Comfortable working in a 24/7 work Environment with Rotational shifts.

• Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit and/or credit card industry

• Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses.

• Excellent customer service skills and ability to assist in customer inquiries independently.

• Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.

• Self-disciplined, diligent, proactive and detail oriented

• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.

• Ability to maintain high levels of confidentiality and data security standards.

• Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.

• Keen attention to detail, customer profiling and pattern identification

• Basic knowledge of Banking Industry & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA