Senior Specialist/ Supervisor / Customer Operations / Delhi,ncr / Chennai / Global Analytics India Pvt Ltd Job in Gain Credit

Position Summary

The role of Senior Specialist/Supervisor Customer Operations is based in Gurgaon and reports to the Manager/Team Lead, conduct thorough review of inbound non-voice transactions, use policy / apply logic to decide further actions and log the systems accurately with complete information. These are repetitive but sensitive transactions and part of a financially regulated business, thus a high degree of accuracy is a must

Critical Business Activities

• Tech savvy and comfortable with handling multiple tools at the same time
• Should be able to read and write basic English
• Well versed with MS excel & MS Word
• Education Commerce graduates with experience in handling customer / financial transactions (non-voice / back office in nature)
• Ability to understand complex workflows (as slight change in situation might change the whole downstream journey of the transaction)
• Ability to use available data, back ground information, latest policy and apply logic to make decisions
• Attention to details, Self-disciplined & presence of mind is needed as the work involves highly repeatable steps and critical decision making
• Comfortable with frequent changes to policies and process steps
• Flexible with working hours
• Awareness of UK financial industry is desired
• Ensure transactional turnaround time and Quality goals are consistently achieved
• The volumes must be handled within 24 hours of receipt and this may require additional time in office during high volumes
• There may be occasional data requests as short-term assignments which will be transactional in nature and will need to be completed accurately within timelines
• The candidate must comply with financial & customer data protection rules. As such work location is a PCI controlled area where pen, paper, mobile phones, pen drives, camera, bags, laptops, etc. will not be allowed

Competencies and Experience

Technical Skills and Experience

Skills:

• Experience in handling customer / financial transactions (non-voice / back office in nature)
• Well versed with MS excel & MS Word
• Ability to use available data, back ground information, latest policy and apply logic to make decisions
• Attention to details, Self-disciplined & presence of mind is needed as the work involves highly repeatable steps and critical decision making

Preferred:

• 2-5 years of experience in Financial Services
• Understanding of the financial services business
• Flexible with working hours
• Commerce graduates with experience in handling customer / financial transactions (non-voice / back office in nature

Competencies Required

• Adjusting to Change: Ability to remain optimistic, recover from setbacks, projects cheerfulness, can cope with change, can tolerate uncertainty, adapts to new challenges, acknowledging criticism, encouraging critical thinking, gathers feedback.
• Investigating Issues: Ability take up learning opportunities, acquiring knowledge and skills, updating specialist knowledge, applying practical skills, learning by doing, applying common sense, continuously improving things, identifying key issues, making intuitive judgements.
• Building Relationships: Ability to put people at ease, welcome people, makes friends, maintain projects enthusiasm, making contacts, active networking, can attract attention, promotes personal achievements and can gain recognition.
• Communicating Information: Should be able to successfully persuade others, shaping opinions, negotiating, can question assumptions, challenges established views, argues own perspective, gives presentations, explains things and is able to project social confidence.
• Structuring Tasks: Ability to work methodically, plans activities, sets priorities, behaves ethically, maintains confidentiality, consistently acts with integrity, works quickly, maintains productivity and can multi-task.