Senior technical lead for Pega - based workflow and contact center platforms at DTFS. Designing and enhancing applications while providing architectural guidance and mentorship to developers.
About the role
- Contact Center Specialist responsible for client service issues and complex service requests at Ameriprise India. Engaging with clients to provide exceptional service and solutions.
Responsibilities
- First point of contact regarding service issues, troubleshooting, and enter complex service requests into appropriate systems for resolution
- Educate clients and advisors on newly implement services, systems, or procedures for efficient self-service
- Process complex service transactions, or resolve account service casework, which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet/exceed Service goals
- Interact directly with customers, inbound/outbound phone queue, to provide accurate and immediate solutions to transaction and service request. Utilize internal computer applications and enter all information in the appropriate system
- Participate in Team meetings, huddles, and brainstorming sessions to discuss process updates, operational issues and identify process improvement opportunities
Requirements
- Graduate/ Post- Graduate in finance / commerce/ business management/ operations discipline
- Minimum 1-3 years of relevant work experience
- Strong written and spoken communication skills
- Ability to explain complex policies or concepts in time bound manner
- Excellent customer service skills
- Ability to explain complex policies or concepts in a straightforward, easy-to-understand manner
Benefits
- equal opportunity employer
- fostering an inclusive and accessible recruitment process for individuals with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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