Process Associate

Role Overview

This position is open to offshore staff associates, welcoming freshers or experienced candidates who exhibit a strong aptitude for learning system software and product-related details. The role requires solid analytical skills, good English comprehension, and multitasking abilities, notably proficiency with keyboard shortcuts. Candidates must possess typing skills of at least 30 words per minute with 90% accuracy and be comfortable working in 24/7 shift environments as needed.

Key Responsibilities

• Manage process transactions in adherence to quality benchmarks.
• Handle all inbound customer support requests via phone and email courteously.
• Accurately document end-user information and problem descriptions.
• Update personal availability in the RAVE system to support process productivity.
• Record and track queries including resolution steps and outcomes.
• Follow standardized procedures to resolve client issues within SLA timelines.
• Use internal knowledge bases and FAQs to aid effective trouble-shooting.
• Gain detailed product knowledge to enhance client interactions.
• Analyze call logs to identify recurrent issues for preventive measures.
• Maintain and update customer self-help resources to expedite resolutions.
• Escalate unresolved or critical client issues to team leadership appropriately.
• Provide all required product information and disclosures before and after each contact.
• Comply with service agreements to avoid legal complications.
• Deliver outstanding customer service through precise diagnosis and clear stepwise assistance.
• Guide customers through product menus and functionalities efficiently.
• Keep detailed logs of all customer communications and actions taken.
• Process incoming calls and emails accurately using specified tracking software.
• Offer alternative solutions when appropriate to retain customers’ business.
• Communicate ideas effectively suited to audience and context.
• Conduct follow-ups and scheduled callbacks to gather feedback and confirm contract adherence.
• Build organizational capabilities to maintain exceptional operational and service standards.
• Participate in ongoing product and technical training programs to stay updated.
• Collaborate with team leaders to identify training needs and client service improvements.
• Engage in self-learning activities and maintain professional networks for knowledge enhancement.

Performance Metrics

• Cases resolved per day meeting SLA and quality standards.
• Customer feedback and pulse survey scores.
• Productivity, efficiency, attendance, and technical training completion.

Educational Eligibility

Candidates should hold an undergraduate or graduate degree in business or any discipline except B.Sc IT, MBA, or BE.

Additional Information

The role operates on a 24/7 shift basis as required by business needs. The mandatory skill for the position is Claims Processing. The company promotes continuous personal and professional reinvention to align with the evolving digital transformation landscape, emphasizing growth and empowerment.