Financial Operations Specialist
3 semanas atrás
**Job Description**
**Role Purpose**
We are seeking a highly skilled Financial Operations Specialist to provide effective technical support to our processes and actively resolve client issues directly or through timely escalation to meet process SLAs.
**Key Responsibilities**
- Support process by managing transactions as per required quality standards
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLAs defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
**Stakeholder Interaction**
***
**Stakeholder Type**
**Stakeholder Identification**
**Purpose of Interaction**
**Internal**
- Team Leaders
- Performance review
- HR- Hiring and employee engagement and retention
- Training Team
- Capability development
- Technical Lead
- Training, issue escalation/ resolution
**External**
- Client
- Query Resolution
**Competencies Required**
**Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools and systems - **Foundation to Competent**
**Competency Levels**
**Foundation**
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
**Competent**
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
**Expert**
Applies the competency in all situations and is serves as a guide to others as well.
**Master**
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- **Behavioral Competencies**
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
**Performance Parameters**
**No.**
**Performance Parameter**
**Measure**
1.
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self
- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
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