Associate - Operations

WNS Global Services

About The Position

Act as a single point of entry for all cases (both emails and calls) in French & English related to: Credit and Underwriting activities, that include customer service support for providing credit line amounts, requests for increase and status. Customer service activities that include support for disputes, account changes, merchant reimbursements and web/portal activities, customer service support for authorizations, billing management, and invoice processing. Cash application and account receivables (A/R) management activities that include manual cash application, customer service support for providing invoices, end-user guidance for payment application via portal, and research. Conducting effective communication with customers through income/outcome-bound calls and e-mails. Managing customer inquiries, identifying customer needs, proposing solutions and alternative activities. Collaborating with other departments and teams to provide the best and fastest customer support Receiving, updating and/or logging all requests. Routing cases 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.

Requirements

Minimum of one (1) year of contact center and customer relationship management experience.
Outstanding communication skills, both written and verbal.
Demonstrated ability to handle multiple tasks.
Excellent time management skills.
Computer skills, including typing.
English B2 and French B2.

Responsibilities

Act as a single point of entry for all cases (both emails and calls) in French & English related to Credit and Underwriting activities.
Provide customer service support for credit line amounts, requests for increase and status.
Provide customer service support for disputes, account changes, merchant reimbursements and web/portal activities.
Provide customer service support for authorizations, billing management, and invoice processing.
Manage cash application and account receivables (A/R) activities, including manual cash application, providing invoices, and end-user guidance for payment application via portal.
Conduct effective communication with customers through income/outcome-bound calls and e-mails.
Manage customer inquiries, identify customer needs, and propose solutions and alternative activities.
Collaborate with other departments and teams to provide the best and fastest customer support.
Receive, update, and/or log all requests.
Route cases to the appropriate person or entity in accordance with the Procedures Manual and SLAs.
Escalate issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures.