Associate Analyst

Role Purpose
Thepurposeoftheroleistoprovideeffectivetechnicalsupporttotheprocessandactivelyresolveclientissuesdirectlyorthroughtimelyescalationtomeetprocess SLAs

Do
• Supportprocessbymanagingtransactionsasperrequiredqualitystandards
• Fieldingallincominghelprequestsfromclientsviatelephoneand/oremailsinacourteousmanner

• Documentallpertinentenduseridentificationinformation, includingname, department, contactinformationandnatureofproblemorissue

• Updateownavailabilityin the RAVEsystemtoensureproductivityoftheprocess

• Record, track, anddocumentallqueriesreceived, problem-solvingstepstakenandtotalsuccessfulandunsuccessfulresolutions

• Followstandardprocessesandprocedurestoresolveallclientqueries

• Resolveclientqueriesasper the SLAsdefinedinthecontract

• Accessandmaintaininternalknowledgebases, resourcesandfrequentlyaskedquestionstoaidinandprovideeffectiveproblemresolutiontoclients

• Identifyandlearnappropriateproductdetailstofacilitatebetterclientinteractionandtroubleshooting

• Documentandanalyzecalllogstospotmostoccurringtrendstopreventfutureproblems

• Maintainandupdateself-helpdocumentsforcustomerstospeedupresolutiontime

• Identifyredflagsandescalateseriousclientissues to Teamleaderincasesofuntimelyresolution

• Ensureallproductinformationanddisclosuresaregiventoclientsbeforeandafterthecall/emailrequests

• Avoidslegalchallengesbycomplyingwithserviceagreements

• Deliverexcellentcustomerservicethrougheffectivediagnosisandtroubleshootingofclientqueries
• Provideproductsupportandresolutiontoclientsbyperformingaquestiondiagnosiswhileguidingusersthroughstep-by-stepsolutions

• Assistclientswithnavigatingaroundproductmenusandfacilitatebetterunderstandingofproductfeatures

• Troubleshootallclientqueriesinauser-friendly, courteousandprofessionalmanner

• Maintainlogsandrecordsofallcustomerqueriesasperthestandardproceduresandguidelines

• Accuratelyprocessandrecordallincomingcallandemailusingthedesignatedtrackingsoftware

• Offeralternativesolutionstoclients(whereappropriate)withtheobjectiveofretainingcustomersandclientsbusiness

• Organizeideasandeffectivelycommunicateoralmessagesappropriatetolistenersandsituations

• Followupandmakescheduledcallbackstocustomerstorecordfeedbackandensurecompliancetocontract/SLAs

• Buildcapabilitytoensureoperationalexcellenceandmaintainsuperiorcustomerservicelevelsoftheexistingaccount/client
• Undertakeproducttrainingstostaycurrentwithproductfeatures, changesandupdates

• Enrollinproductspecificandanyothertrainingsperclientrequirements/recommendations

• Partnerwithteamleaderstobrainstormandidentifytrainingthemesandlearningissuestobetterservetheclient

• Updatejobknowledgebyparticipatinginselflearningopportunitiesandmaintainingpersonalnetworks

Mandatory Skills: Retail Banking(BA).