Financial Assistant
4 semanas atrás
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 SLA’s 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 Ensure all product information and disclosures are given to clients before and after the call/email requests 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 Accurately process and record all incoming call and email using the designated tracking software 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 Display Lists the competencies required to perform this role effectively: 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 Deliver 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 Helpdesk&Cust Serv-Transact Accting Serv-
Financial Assistant
3 semanas atrás
Curitiba, Brasil Wipro Limited Tempo inteiroCuritiba, Brazil - DOP - 3080554 **Job Description**: **Role Purpose** - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ **Do** - **Support process by managing transactions as per required quality standards** - _Document all...
-
Financial Assistant
3 semanas atrás
Curitiba, Brasil Wipro Limited Tempo inteiroCuritiba, Brazil - DOP - 3064040 **Job Description**: **Role Purpose** - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ **Do** - **Support process by managing transactions as per required quality standards** - _Document all...
-
Financial Assistant
1 semana atrás
Curitiba, Brasil Wipro Limited Tempo inteiroCuritiba, Brazil - DOP - 3068506 **Job Description**: **Role Purpose** - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ **Do** - **Support process by managing transactions as per required quality standards** - _Document all...
-
Financial Assistant
1 semana atrás
Curitiba, Brasil Wipro Limited Tempo inteiroCuritiba, Brazil - DOP - 3068506 **Job Description**: **Role Purpose** - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ **Do** - **Support process by managing transactions as per required quality standards** - _Document all...
-
Financial Assistant
1 semana atrás
Curitiba, Brasil Wipro Limited Tempo inteiroCuritiba, Brazil - DOP - 3062438 **Job Description**: **Role Purpose** - The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs._ **Do** - **Support process by managing transactions as per required quality standards** - _Document all...
-
Back Office Assistant
Há 1 mês
Curitiba, Brasil Directa24 Tempo inteiroEron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers. We are looking for a self-motivated **Back Office...
-
Back Office Assistant
1 semana atrás
Curitiba, Brasil Directa24 Tempo inteiroEron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers. We are looking for a self-motivated **Back Office...
-
Back Office Assistant
Há 7 dias
Curitiba, Brasil Eron International Tempo inteiroEron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers.We are looking for a self-motivated Back Office Assistant to...
-
Back Office Assistant
Há 1 mês
Curitiba, Brasil Eron International Tempo inteiroEron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers.We are looking for a self-motivated Back Office Assistant to...
-
Back Office Assistant
2 meses atrás
Curitiba, Brasil Directa24 Tempo inteiroEron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers. We are looking for a self-motivated **Back Office...
-
Network Operations Center Assistant
Há 7 dias
Curitiba, Brasil Eron International Tempo inteiroEron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers. We are looking for a Network Operations Center (NOC)...
-
Ssr Network Operations Center Assistant
2 semanas atrás
Curitiba, Brasil Eron International Tempo inteiroEron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers. We are looking for a Network Operations Center (NOC)...
-
Executive Assistant Ii
2 meses atrás
Curitiba, Brasil Hexion Inc. Tempo inteiroCompany Overview Position Overview Advise the Business Vice President and, as required, the Latin America Board, complying with all rules, internal and external procedures, as well as complying with HEXION's policies. Job Responsibilities Advising and providing administrative support (control and organization of agendas, assistance in preparing board...
-
Network Operations Center Assistant
2 meses atrás
Curitiba, Brasil Directa24 Tempo inteiro**Directa24** is a payment service provider focused on emerging markets. We process payments for our merchants 24x7x365 and invest to get the highest availability in the market. The NOC team is focused on making sure our platform works at all times. **What you will be doing**: - Perform initial troubleshooting. - Clear all warnings, errors and...
-
Network Operations Center Assistant
1 semana atrás
Curitiba, Brasil Directa24 Tempo inteiro**Eron International** is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers. **What you will be doing**: - Perform initial...
-
Curitiba, Brasil Directa24 Tempo inteiro**Eron International** is a payment service provider focused on emerging markets. We process payments for our merchants 24x7x365 and invest to get the highest availability in the market. The NOC team is focused on making sure our platform works at all times. **What you will be doing**: - Perform initial troubleshooting. - Clear all warnings, errors and...
-
Ssr Network Operations Center Assistant
2 semanas atrás
Curitiba, Brasil Directa24 Tempo inteiro**Eron International** is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive an capable company, recognized for the differential value we bring to empower our clients and their customers. **What you will be doing**: - Perform initial...
