Document customer and dealer interactions and enter descriptive information online in order to provide history and track issue resolution
Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
Track trends and identify streamlined processes for customer, dealer and product concerns and inform/provide feedback to appropriate departments or units
Support in troubleshooting technical online requests, such as helping customers with registration, reset passwords, navigate websites/mobile app, etc.
Delivers on key performance indicators around quality, productivity, and accuracy while adhering to legal requirements and procedures.
Detailed activities:
Authentication of customer details before providing any resolution on queries
Provide outstanding balance and next payment due details
Customer Statement related queries
Auto pay/Direct debit related queries
Principal and interest paid queries
Future principal outstanding queries(some calculation involved)
Online representative assisted payments
Contract booking status queries
Contract starting date and interest rate related queries
Equipment/collateral related queries
Partial/Full preclosure related queries
Address change related queries
Working experience on multiple applications while resolving queries( 5 applications (Front end and receivable system)
Skills required:
Good listening and comprehension skills in English
Clear written and verbal communication in English with usage of proper grammar and an accent understandable by the customers.
High level of patience and customer centricity in resolving customer service requests.
Proficiency in using Microsoft Office applications plus, intranet and internet.
Able to multi-task and work well in a fast-paced work environment.
Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action with the ability to make independent decisions
Experience with negotiation and conflict resolution, along with strong attention to detail and basic math skills
Knowledge of installment, revolving and leasing finance products is preferred.
Education:
Graduate or postgraduate in any discipline
Relevant Work Experiences:
Experience working in customer service or related customer-oriented environment (1 - 3 years)
Experience in using soft phones and noting customer interactions for future reference(1-3 Years)
Experience in using Excel, Microsoft Word and other Microsoft tools. (1 - 3 years)
Work experience in a team environment. (1 - 3 years)
Experience with transaction data entry and processing. (1 - 3 years)
Experience in Banking and Financial Services Industry customer support services catering US Customers (1-3 yrs)
