Production Agent - L1

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

The primary objective of the Production Agent - L1 role at Wipro Insurance Solutions is to deliver exceptional technical support while managing collections processes. This role is pivotal in resolving client issues efficiently, ensuring compliance with service-level agreements (SLAs), and contributing to overall customer satisfaction. As a vital point of contact, you will engage with clients, addressing their needs with professionalism and focus, all while upholding the standards of Wipro's commitment to service excellence.

• Engage proactively with delinquent accounts to manage and execute collection activities effectively.
• Initiate calls to customers to discuss account statuses, providing clear and concise information regarding outstanding balances.
• Utilize assertive negotiation techniques to reach favorable outcomes, aiming to bring accounts out of collections while maintaining a respectful approach.
• Document all relevant interactions meticulously and update service requests based on discussions with customers, ensuring accurate record-keeping.
• Comply with all applicable laws and regulations during collection activities, maintaining ethical standards at all times.
• Coordinate with internal teams and external partners as necessary to facilitate client requests for additional information.
• Consistently strive to offer exceptional service, ensuring that every customer interaction reflects Wipro's values and dedication to service quality.

• Qualifications
  
  
  • Minimum of 1 year experience in a contact center environment specifically within outbound US collections.
  • High school diploma or equivalent (K12 Graduate) is required; additional certifications in customer service or collections are advantageous.
  • Demonstrated ability to negotiate effectively and communicate assertively while fostering positive customer relationships.
  • Thorough understanding of the collections industry, with experience managing international accounts preferred.
  • Excellent oral and written communication skills, with strong listening abilities to comprehend customer needs accurately.
  • High proficiency in Microsoft Office applications, with the ability to learn new software tools as needed.
  • Flexibility to work various shifts, adapting to the demands of the business, and willing to embrace change.
  • Exemplifies a courteous demeanor and commitment to exceptional customer service and satisfaction.
  • Dependability and meticulous attention to detail are critical to ensure compliance and accuracy in all communications.

• Build capability for operational excellence and superior customer service levels
  • Engage in ongoing product training to remain knowledgeable about evolving features and updates.
  • Participate in product-specific trainings as advised by clients to enhance service delivery.
  • Collaborate with team leaders to identify training needs and thematic learning initiatives that align with service improvement goals.
  • Expand knowledge through self-directed learning opportunities, as well as through developing industry contacts.

• Core Competencies: Client Centricity, Passion for Results, Execution Excellence, Collaborative Working, Learning Agility, Problem Solving & Decision Making, Effective Communication
• Mandatory Skills: Experience with Mortgage (DM) collections