Associate Analyst

PRINCIPAL RESPONSIBLITIESManage daily BAU without any issues by understanding the complete work flow of the processAdhere to all SLA's and KPI's agreed with the clientAbility to handle high volume reconcilation and manage the exceptions effectivelyEnsure there are no inaccuracies in any of the reports being publishedMust be proactive and ensure the delivery timelines are met without any delay & without remindersWiling to learn and adopt to the changing requirementsIdentify areas of improvement in the process and create plan to ensure all the grey areas are addressedShould support the team and the emergency business requirement during weekend and holidaysMust support projects and changes initiated by the Client or WiproZero tolerance on security incidents. Should understand all possible security incidents that can happen and how to prevent themEnsure there are no emails unattended to which was assigned to his/her by the mailbox supervisorTimeline and deadlines agreed with internal and external stakeholders must be honored all times without any deviationsKnowledge on Cash break processing and handling exceptionsContributing for internal projects and contributing to client driven projectsEnsure all changes are agreed and documented with efforts requirementEnsure you always adhere to the process document (SOP) signed-off by the clientAnalysis of reports and determine authenticity of the report, and ability to identify significant variances.Taking Ownership on the managing the assigned daily BAU and completing activities within the TATAttend daily calls with customer and explain the status/ progress of deliverablesRespond to customer queries on deliverablesHelp team members to fix the issues in daily activitiesAct as process expert in handing the delivery issues on daily basis

• Support process by managing transactions as per required quality standards
  • Fielding 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 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 SLA's 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 Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids 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 the standard procedures and guidelines
  • Accurately process and record all incoming call and email 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