Job Description

:JOB DESCRIPTIONPosition Title, Responsibility Level: Associate/Sr AssociateFunction: OperationsReports to -Assistant Manager/Lead Assistant Manager - OperationsPermanent/ Temporary: PermanentSpan of Control -NilLocation:NoidaRoles and Responsibilities

• Resolved disputed account issues.
• Record and process received disputes.
• Determine the appropriate dispute classification from listed types
• Order new and review existing documentation to resolve dispute
• Prepare correspondence (letters, emails, and/or faxes) and follow up with investigation via email and/or fax.
• Electronically file all documentation according to policy and procedure.
• Obtain account information and account verification from seller of the account.

Serve as liaison between debtors, sellers and other parties and Company on disputed accounts; provide information as required to appropriate partiesPerformance parameters

• Productivity
• Quality / Accuracy
• Turn Around Time and Cycle Time of work assigned
• Process Improvement initiatives
• Domain expertise and certifications scores
• Schedule adherence, Punctuality and Discipline

Primary Internal Interactions:

• SME for technical assistance/process updates/training
• Assistant Manager for the purpose of performance reviews, training and development
• Manager for the purpose of settling performance issues and skip meetings

Primary External Interactions

• Escalation teams at the client end for the purpose of seeking clarifications and answering queries

Organizational RelationshipsReports To : Assistant Manager / Lead Assistant ManagerSkillsDesirable Skills

• Attention to detail
• Commitment and drive for results
• Questioning, reasoning and analytical
• Adaptable and Flexible
• Open to work in shifts especially night shifts
• Business Etiquette

Technical Skills

• Basic IT, Comfortable with computers, MS office usage
• Typing speed of 30 words with high accuracy

Soft skills

• Strong team player
• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• High accuracy at work
• Self-Discipline, Listening, Patience

Education Requirements and Work Experience:

• Graduate with good Computer literacy
• 6months to 1 year for Associate, and 1 to 2+years for senior associate with experience in any customer service (preference given in banking industry domestic or international)
• Strong English Communication skills
• Minimum 15 years of education

EXL Service