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. Responsibilities Support process by managing transactions as per required quality standards Field 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 the 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. Avoid 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 calls and emails 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 callbacks 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 training to stay current with product features, changes, and updates. Enroll in product-specific and any other training 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 Internal Stakeholders: Team Leaders: Performance review HR: Hiring and employee engagement and retention Training Team: Capability development Technical Lead: Training, issue escalation/resolution External Stakeholders: Client: Query Resolution Competencies Required Functional Competencies/Skill Process Knowledge - Knowledge of assigned process, tools, and systems - Foundation to Competent Behavioral Competencies Collaborative working Problem solving and decision making Attention to Detail Execution Excellence Client (Internal) Centricity Effective Communication Performance Parameters Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback. Self-Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed. Area of Work: Retail Banking (Card Operations)
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