Senior Specialist
GAIN Credit
Delhi,NCR
1d ago

Position Summary

The role of Senior Specialist / Supervisor Customer Operations is based in Gurgaon and reports to the Manager / Team Lead, conduct thorough review of inbound non-voice transactions, use policy / apply logic to decide further actions and log the systems accurately with complete information.

These are repetitive but sensitive transactions and part of a financially regulated business, thus a high degree of accuracy is a must

Organization Grade2.2 / 3.1 Position TitleSenior Specialist / Supervisor DepartmentCustomer Operations Reporting RelationshipsManager / Team Lead Cross Functional RelationshipsInternal Teams LocationDelhi,NCR / Chennai

Critical Business Activities

  • Tech savvy and comfortable with handling multiple tools at the same time
  • Should be able to read and write basic English
  • Well versed with MS excel & MS Word
  • Education Commerce graduates with experience in handling customer / financial transactions (non-voice / back office in nature)
  • Ability to understand complex workflows (as slight change in situation might change the whole downstream journey of the transaction)
  • Ability to use available data, back ground information, latest policy and apply logic to make decisions
  • Attention to details, Self-disciplined & presence of mind is needed as the work involves highly repeatable steps and critical decision making
  • Comfortable with frequent changes to policies and process steps
  • Flexible with working hours
  • Awareness of UK financial industry is desired
  • Ensure transactional turnaround time and Quality goals are consistently achieved
  • The volumes must be handled within 24 hours of receipt and this may require additional time in office during high volumes
  • There may be occasional data requests as short-term assignments which will be transactional in nature and will need to be completed accurately within timelines
  • The candidate must comply with financial & customer data protection rules. As such work location is a PCI controlled area where pen, paper, mobile phones, pen drives, camera, bags, laptops, etc. will not be allowed
  • Competencies and Experience

    Technical Skills and Experience

    Skills :

  • Experience in handling customer / financial transactions (non-voice / back office in nature)
  • Well versed with MS excel & MS Word
  • Ability to use available data, back ground information, latest policy and apply logic to make decisions
  • Attention to details, Self-disciplined & presence of mind is needed as the work involves highly repeatable steps and critical decision making
  • Preferred :

  • 2-5 years of experience in Financial Services
  • Understanding of the financial services business
  • Flexible with working hours
  • Commerce graduates with experience in handling customer / financial transactions (non-voice / back office in nature
  • Competencies Required

  • Adjusting to Change : Ability to remain optimistic, recover from setbacks, projects cheerfulness, can cope with change, can tolerate uncertainty, adapts to new challenges, acknowledging criticism, encouraging critical thinking, gathers feedback.
  • Investigating Issues : Ability take up learning opportunities, acquiring knowledge and skills, updating specialist knowledge, applying practical skills, learning by doing, applying common sense, continuously improving things, identifying key issues, making intuitive judgements.
  • Building Relationships : Ability to put people at ease, welcome people, makes friends, maintain projects enthusiasm, making contacts, active networking, can attract attention, promotes personal achievements and can gain recognition.
  • Communicating Information : Should be able to successfully persuade others, shaping opinions, negotiating, can question assumptions, challenges established views, argues own perspective, gives presentations, explains things and is able to project social confidence.
  • Structuring Tasks : Ability to work methodically, plans activities, sets priorities, behaves ethically, maintains confidentiality, consistently acts with integrity, works quickly, maintains productivity and can multi-task.
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