Associate Analyst

About the Role

The purpose of this role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities

• Support process by managing transactions as per 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 productivity of the process.
• 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 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 the 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 client 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

• Retail Banking (BA)
• RAVE system (for updating availability)
• Designated tracking software (for processing and recording calls/emails)

Qualifications

• Ability to provide effective technical support.
• Ability to resolve client issues directly or through timely escalation.
• Ability to manage transactions as per required quality standards.
• Ability to field incoming help requests courteously.
• Ability to document pertinent end-user identification information.
• Ability to update availability in the RAVE system.
• Ability to record, track, and document queries and resolutions.
• Ability to follow standard processes and procedures.
• Ability to resolve client queries as per SLAs.
• Ability to access and maintain internal knowledge bases.
• Ability to identify and learn product details.
• Ability to document and analyze call logs.
• Ability to maintain and update self-help documents.
• Ability to identify red flags and escalate serious client issues.
• Ability to ensure product information and disclosures are given to clients.
• Ability to comply with service agreements.
• Ability to deliver excellent customer service.
• Ability to perform question diagnosis and guide users through solutions.
• Ability to assist clients with product menu navigation.
• Ability to troubleshoot client queries in a user-friendly, courteous, and professional manner.
• Ability to maintain logs and records of customer queries.
• Ability to accurately process and record incoming calls and emails.
• Ability to offer alternative solutions to clients.
• Ability to organize ideas and communicate effectively.
• Ability to follow up with customers and record feedback.
• Ability to build capability for operational excellence and customer service.
• Willingness to undertake product trainings.
• Willingness to enroll in product-specific and other trainings.
• Ability to partner with Team Leaders for training initiatives.
• Ability to update job knowledge through self-learning and maintaining personal networks.