Associate

About the Role

A Customer Care / Fraud Operations agent is assigned job responsibilities to make and receive calls, chats, and emails related to customer queries and client investigations on various special circumstances.

• This is a 24 x 7 process with rotational shifts and rotational week offs.
• For Affirm, Saturday and Sunday will be fixed working days effective September 2024 onwards.

Key Responsibilities

• Assisting prospective customers with all processes and sub-processes in connection with client products and processes through phone calls, emails, and chat servicing.
• Handling contacts and ensuring that issues are resolved promptly, thoroughly, and in a professional manner.
• Taking ownership and researching/resolving inquiries verbally, in writing, and online (as applicable).
• Providing feedback to management regarding necessary changes and updates, including policies, upgrades, and customer care issues.
• Keeping accurate records of communication with customers, including dispositions and notes.
• Taking accurate and appropriate follow-up actions as defined in the client’s process and procedure documents.
• Independently solving complex fraud scenarios and cases using data and solid judgment.
• Processing exceptional cases and escalation cases, including floor technical support, complaints, team lead calls, disputes, refunds, chargebacks, and others as required.
• Making monetary and non-monetary adjustments to accounts as required.
• Monitoring and managing the contact queues.
• Dispositioning and notating each contact correctly and completely.
• Participating in pilot programs and outbound campaigns as requested by the client.
• Regularly reviewing suspicious account activities, diagnosing account issues, and identifying links to deter fraud attacks.
• Working collaboratively with the customer operations team to resolve incoming customer complaints.
• Handling escalations and effective communication.
• Interacting with other team functions as applicable and in a timely manner.
• Prioritizing work and initiating corrective measures to resolve day-to-day work-related problems.

Requirements & Tech Stack

• The ability to navigate a PC; proficiency working in MS Windows / Apple MAC based environments.
• Basic knowledge of word processing and spreadsheet applications.
• Open to working in a Blend Process – Calls, Data Entry & Emails/Chats.
• Sound knowledge of MS Office.
• Ability to multitask in multiple windows/screens/applications of activity on a computer/Mac.

Qualifications

• Undergraduates
• Experienced (Stable - no work gaps if experienced)
• Should not be pursuing studies real-time.
• SVAR Skillset Required:
• Thought Process - Adaptable to customer cues.
• Basic knowledge of computer and Excel (Windows and Apple).
• Good communication.
• Agile/quick learner.
• Telephone etiquette / Good email etiquette.
• Can take ownership/understand escalation grid.
• Managing queues.
• Multi-tasking.
• Consultative process type.

Skills

• Professional telephone manner and pleasant voice.
• Listening skills and empathy.
• Problem resolution skills and accountability (desire to provide single call resolution/first call resolution).
• Business writing skills – Correct grammar, punctuation, and spelling; ability to organize knowledge and thoughts into convincing arguments, and to convey meaning through well-constructed text/statements in emails/chats.
• Empathy, acknowledgement, proactive recommendations, paraphrasing, professionalism, avoidance of repetition.
• Rate of speech / Crisp & Clear Communication.
• Tone & Mannerism / Telephone Etiquette.
• Assertive & Confident.
• Polished delivery (ability to communicate in a structured and effective manner).
• Excellent time management (ability to multitask to solve issues for customers, while de-escalating customer situations, managing customer expectations, and following up on customer commitments).
• Selling skills – Ability to overcome objections, ability to negotiate, fact-finding, and explore resolution. Provide best possible solutions.
• Meet client’s quality, productivity, and production hours target in an experiential learning environment from training phase onwards.

Key Performance Indicators

• Meet client’s quality, productivity, and production hours targets.

Other Details

• Incentive: Attendance bonus, no quality/compliance errors.
• Shifts: Rotational shift (5:30 pm to 9:30 am - shift schedules based on client requirements).
• Offs: Rotational offs/split offs. Need to work on Sat and/or Sun as per client requirement.
• OTs: Yes.
• Sac Offs: Yes.