Senior Executive

Skill Set / Job Spec

Job Description

• Reviews emails of customers enquiries related to loan accounts.
• Researching and providing correct and complete information to the customer on email.
• Updating system records on real time basis. Needs to know the functions of loan management system.
• Prepares and maintains appropriate documentation of analysis performed and coordinates with internal or external stakeholders as appropriate

Desired Skill

• Attention to detail
• Command on written and verbal communication
• Commitment and drive for results
• Questioning, reasoning and analytical
• Adaptable and Flexible
• Requires shift-work, including weekends, non-business hours and holidays
• Business Etiquette

Technical Skill

• Basic strong internet research, Google Docs, and overall PC skills
• Typing speed of 30 words with high accuracy

Roles and Responsibilities

• This role is primarily responsible for processing transactions as per the SLAs outlined by the client
• Process transactions/cases as defined in desktop procedures
• Ensure that all the transactions are processed as per defined and documented desktop procedures
• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Expected to work within strict deadlines, meet and continuously strive to exceed expectations for all process metrics and customer satisfaction measures, and complete additional duties as assigned by the manager from time to time.
• Strong orientation towards Process Improvement and actively participate in AIM (All Ideas Matters)
• Flexible to work in rotating/flexible shifts to cover extended hours of operational requirements
• Adherence to BProMPT and attendance schedules
• Adherence to organization's policies and procedures

Education Requirements and Work Experience

• Executive should have minimum of 1 year while Sr Executives should have 2yrs ++ experience in an email based process or customer service.
• Voice CEF Score of B2 -6 is required for both Executive & Sr Executives
• Bachelor's degree required (B.Com or BBA) preferably in Commerce stream
• Good English Comprehension & Communication Skills
• Reviewing and verifying real time transactions and supporting documentation if required.
• Analyzing transaction risk and requesting additional information as necessary.
• Ensuring compliance with regulatory standards.
• Ensuring compliance with company/client policies and guidelines.
• Documenting and effectively communicating reasons for the approval/rejection of transactions