The purpose of the Senior Analyst role is to provide technical support to the process, resolve client issues, and meet process SLAs. The role involves managing transactions, fielding client requests, and documenting queries and resolutions. The Senior Analyst will also deliver excellent customer service, provide product support, and troubleshoot client queries in a courteous and professional manner.
Requirements
- Manage transactions as per required quality standards
- Field client requests via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information
- Update own availability in the RAVE system
- Record, track, and document all queries received and resolutions
- Follow standard processes and procedures to resolve client queries
- Identify and learn product details to facilitate better client interaction
- Maintain and update self-help documents for customers
- Ensure all product information and disclosures are given to clients
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting
- Provide product support and resolution to clients
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Accurately process and record all incoming call and email
- Offer alternative solutions to clients
- Follow up and make scheduled call backs to customers
- Build capability to ensure operational excellence and maintain superior customer service levels
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Benefits
- Competitive salary
- Opportunities for career growth and advancement
- Collaborative and dynamic work environment
- Comprehensive training and development programs
- Recognition and rewards for outstanding performance
- Employee assistance programs and benefits
