Audit Desk Representative
Location
Mumbai | India
Job description
Primary Responsibilities:
- Responsible for working with financial institutions and other responders managing aging of confirmation requests.
- Liaison with the Firm sales team on urgent requests that have been raised.
- Work alongside the Responder (firm) sales team to add users, supervisors, initiate confirmation request and improve communications within the financial institutions.
- Respond to customer inquiries via phone, email and chat, etc.
- May respond to inquiries regarding a specific or more complex product or a specific customer (based on customer size or revenue tied to customer)
- Inquiries will vary but typically include address changes, account changes/updates, order status, product feedback, password assistance, billing inquiry, etc.
- Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
- Uses analysis along with policies and procedures to resolve customer issues. Interpret customer contract and assess downstream impact to mitigate any recurring issues.
- Identify prospects for additional products and services; send leads to appropriate sales representatives.
- May assist field representatives in account maintenance.
- Log and classify al calls and request for assistance in the call tracking database.
- Filter and escalate inquiries as appropriate.
- Apply active listening skills to diffuse a potentially tense customer interaction.
- May include some order processing duties.
Technical /Professional Skills & Competencies: - Excel, Vlookup, Hlookup, Chart, Pivort
- PowerPoint
- Outlook
- Salesforce
Education/Certification(s): Do you want to be part of a team helping re-invent the way knowledge professionals work How about a team that works every day to create a more transparent, just and inclusive future At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
Accessibility As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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