Job Description

Loan Servicing experience is must while Collections experience is good to have. UK experience is nice to have, within Motor/Asset Finance/Lending would be preferred. . Experience of working within a regulated, banking or financial services environment is desirable.

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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

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### **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

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### **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

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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