PRODUCTION SPECIALIST L1

Key Responsibilities

• Support the process by managing transactions according to required quality standards.
• Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end-user identification information, including name, department, contact information, and nature of the problem or issue.
• Update own availability in the RAVE system to ensure process productivity.
• Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot the most occurring trends to prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after call/email requests.
• Avoid legal challenges by complying with service agreements.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Assist clients with navigating around product menus and facilitate better understanding of product features.
• Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
• Maintain logs and records of all customer queries as per standard procedures and guidelines.
• Accurately process and record all incoming calls and emails using the designated tracking software.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients' business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call-backs to customers to record feedback and ensure compliance to contract/SLAs.
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
• Undertake product trainings to stay current with product features, changes, and updates.
• Enroll in product-specific and any other trainings per client requirements/recommendations.
• Partner with Team Leaders to brainstorm and identify training themes and learning issues to better serve the client.
• Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Performance Parameters

• Process:
• Number of cases resolved per day
• Compliance to process and quality standards
• Meeting process-level SLAs
• Pulse score
• Customer feedback
• Self-Management:
• Productivity
• Efficiency
• Absenteeism
• Training Hours
• Number of technical training completed

Requirements & Tech Stack

• Mortgage (Originations)
• RAVE system