Job Description

· Perform monthly/quarterly account analysis and roll-forwards of selected general ledger accounts to ensure accounts properly reflect the company’s financial position in accordance with company policy and GAAP

· Review ledger detail, record adjusting journal entries, and prepare supporting schedules for GAAP-based financial statements

· Assist in the preparation of investment level or fund level financial statements and work papers monthly including Preparing Parent Level Balance Sheet Recs monthly.

· Assist in providing support for annual audits and internal control testing including preparing the draft audit workbook and draft of audit report with footnote support.

· Assist in the monthly/quarterly reporting to lenders, joint venture partners and portfolio companies.

· Coordinate with the treasury team and AVP in preparing wire transfers

· Weekly and monthly outstanding check processing and reporting. Review property-level financial results prepared by third parties, to ensure results properly reflect the company’s financial position and are in accordance with GAAP

· Review Operator Balance Sheet Recs monthly and provide follow-up questions for the operators.

· Prepare bank reconciliations and journal entries as needed

· Assess and react to changing business conditions, in terms of their impact to the supported organization

· Ensure team’s processes and procedures support the department’s goals according to guidelines and policies

· Assist in on-boarding operators for acquisitions, dispositions, and other similar transactions including the review and recording of initial entries.

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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