Associate - Operations
- Full-time
Company Description
WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS Costa Rica - Launched in 2009, the WNS Costa Rica delivery center is fully functional and scalable, We are spread across more than nine countries across North America, South America, and Europe serving various industries like Retail and Consumer Packaged Goods, and Insurance with Strong socio-political factors such as political and economic stability, highest literacy rate in the region and a sizeable young and educated population having a strong multi-lingual population with English, French, Portuguese, Spanish, etc.Why Join Us?At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.
Job Description
Act as a single point of entry for all cases (both emails and calls) related to:
- Credit and Underwriting activities include customer service support for providing credit line amounts, requests for increase and status
- Launch activities include customer service support for onboarding, validation calls, special projects and cards
- Invoice management activities include customer service support for authorizations, billing management and invoice processing
- Customer service activities include support for disputes, account changes, merchant reimbursements and web/portal activities
- Cash application and account receivables (A/R) management activities include customer service support for providing invoices, end-user guidance for payment application via portal and research
- Process and system governance activities to include customer service support for system issues / notices and spam
- Receiving, updating and/or logging all requests
- Routing the case to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution
- Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual
Qualifications
Minimum of one (1) year of contact center and customer relationship management experience as evidenced by applicable documentation
Additional Information
Skills
- Outstanding communication skills, both written and verbal
- Demonstrated ability to handle multiple tasks
- Excellent time management skills
- Computer skills, including typing
- English B2