Job Title:Operations Associate Experience: 3 to 5 years Location: Bangalore Notice Period: Immediate to 15 daysGeneral Summary: The Operations Associate is a member of the Loan Operations team focused on individual servicing efforts through multiple media and processing channels. The Operations Associate will leverage their unique insight into multiple product lending platforms to perform critical back office processes and beta-test new customer facing initiatives. Principal Duties and Responsibilities: Provide quality customer service during phone and email interactions. Provide all relevant product/service information, accurate in all aspects, and confirm the customer understands to ensure a one-contact resolution to issues. Must multi-task, including researching information through multiple systems, to make judgment decisions based on the data reviewed. Accurately posts payments received from bank lockbox to system of record and ensures each payment batch is balanced daily Relentlessly ask questions of the tools used and accounts serviced to uncover anomalies and risks to the business and provide user and customer feedback to various teams across the company. Provide support to frontline agents by completing back-end exception tasks through inbound phone calls Make needed changes within account records related to the receipt of bankruptcy notices, validation of debt requests, death certificates, debt consolidation requests, and military orders. Negotiate debt consolidation settlement agreements as outlined by guidelines and procedures. Respond appropriately via phone interactions, emails, or written communication as outlined by the policies, methods and procedures, to customers and third parties regarding critical back office processes. Handle the clerical functions of processing debit card chargebacks. Follow and apply Standard Operating Procedures (SOPs) appropriately. Perform other duties or tasks as assigned. Experience and Education: High School diploma or equivalent 1+ years of experience in a customer support/contact center environment preferredRequired Skills, Abilities, Soft Skill Factors: Communication: Communicates clearly, in both verbal and written form. Ethics and Responsibility: Acts with dignity and respect, connecting with both internal and external partners. Gains confidence and trust of others through principled behavior. Flexibility/Adaptability: Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and customer experience. Ability to work extended hours/weekends as needed. Ownership: Achieves successful results by focusing on performance that enhances the customer experience and applies a sense of urgency in the effort to create value for the company. Is proactive in identifying opportunities for improvement in process, policies and customer service solutions. Teamwork: Builds effective working relationships and collaborates as a team player, using positive flow of communication when voicing concerns. Proficient in Microsoft Office Products (Outlook, Excel, Word)Key Measurements: Quality: Exhibits a commitment to quality account handling by maintaining a passing rate in Compliance, Effectiveness and Efficiency and a low error rate on email and fax monitoring. Attendance/Adherence to Schedule: Show a dedication to adherence to schedule by following all assigned start, end, and lunch schedules. Displays dedication to attendance by avoiding verbal, written and final warnings for attendance throughout the review period. Job Knowledge: Exhibit knowledge of, and practice adherence to current SOP’s through consistent reference to on-line SOP documents and successful completion of weekly, monthly and quarterly audits. Follows company policies and procedures regarding the handling of each specific product. Accuracy/Thoroughness: Notates full and complete information, updates all contact information, and properly selects disposition coding and comment class.
Job Title
Operations Associate