Job description
Apply knowledge of processes and related systems to assist in identifying, assessing, and resolving issues/problems. He/She demonstrates knowledge of processes and related systems in order to effectively perform their responsibilities. He/She solve problems by precedent and reference detailed instructions and procedural documents, escalating issues and seeking advice when faced with complex issues and problems.
He/She coordinates own work and may coordinate work of others, check quality of work delivered by the team as part of the Quality Check & Internal Control plan, updates process documentation, participates in process forums, continuous improvement initiatives.
Key Responsibilities:
- Adhere to standard processes and tools
- Seek first time quality through self audit for accuracy, timeliness and completeness of work
- Demonstrate ability to execute solutions for level-appropriate issues
- Demonstrate continuous improvement in process and service
- Comply with Accenture standards, procedures and policies, as well as regulatory requirements (e.g., regulations related to recoveries of debit balances)
- Engage in issue resolution procedures and follow escalation processes
- Update and maintain various systems/tools per standard process documentation which may include:
- Conduct data verification
- Respond to various requests for information, as needed by phone, chat or through a standard case management system or e-mail. Escalate to supervisor as appropriate
- Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar and punctuation
- Respond to information requests by searching, summarizing research results and compiling in requested format
- Participate in process improvement initiatives or special projects as assigned
- Execute continuous process improvement techniques
- Ensure internal/external client satisfaction
- Deliver client satisfaction through accurate delivery and demonstration of ownership
- Perform quality reviews and provide feedback to peers
- May serve as technical and functional resource to other team members
- May support in the training/education of new and/or more junior team members on operation procedures & policies
Qualifications:
- Between 2-5 years of working experience in relevant field
- HSC/ Diploma holders
- Problem Solving & Escalation Management
- Data Quality
- Customer Interaction Handling
- Metrics & Reporting
Other skills and qualifications:
- Organization skills, attention to detail and follow through to resolve any outstanding issues.
- Good analytical skills.
- Proactiveness.
- Time management and administrative skills
- Written and verbal communication skills; manages internal communications and external/client communications with assistance.
- Discretion, professionalism, confidentiality and judgment.
- Computer literacy and working knowledge of Microsoft Office.
- Ability to operate office equipment.
- Fluent or Upper Intermediate English.
- Team player with interpersonal skills.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
