Client Support Tier 1-Sr Associate II
On-siteThāne, Maharashtra, India
Job Summary
Research, investigate, and resolve consumer disputes, complaints, and tax documentation inquiries by evaluating cases against network regulations and internal policies. Process payment acceptance transactions across multiple platforms, key data, and balance recoveries while managing exceptions in automated chargeback processes using RPA technology. Input correspondence into dispute systems, audit files for accuracy, and validate team metrics to drive daily excellence. Identify workflow bottlenecks, optimize production processes for efficiency, and implement strategies to enhance productivity and service levels. Collaborate with departments to align with client service agreements and provide guidance to junior associates.
Required Qualifications
- Strong verbal and written communication skills
- Excellent research skills and propensity for thorough investigation
- Proficiency in analyzing transaction data and resolving complex disputes
- Familiarity with Robotic Process Automation (RPA) tools, particularly UiPath
- Strong analytical mindset with problem-solving skills and high attention to detail
- Excellent time management and organizational skills, capable of handling competing deadlines
- Experience maintaining accurate records of exception cases, resolution activities, and processing improvements
- Ability to collaborate with multiple teams to identify and implement process improvements
- Basic proficiency in Microsoft Excel and Word
- Adaptability to change and ability to deal with ambiguity
- Capability to work in a fast-paced environment and manage multiple tasks
- Skill in identifying problems and escalating them to management for resolution
- At least 2 years of experience in production analysis or process improvement roles
- Proficiency in data analysis with strong analytical skills to anticipate and mitigate potential production issues
- Proactive mindset to quickly identify and resolve issues
- High attention to detail in all tasks
- Analytical skills and ability to manage complex cases
- Basic financial adjustment knowledge
Desired Qualifications
- Dispute Resolution Experience
- IDS familiarity (internal dispute system)
- Quality Analysis Experience
- Technical Proficiency
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