CSA

ABOUT FIRSTSOURCE
Firstsource Solutions is a leading provider of customized Business Process 
Management (BPM) services. Firstsource specialises in helping customers stay ahead 
of the curve through transformational solutions to reimagine business processes and 
deliver increased efficiency, deeper insights, and superior outcomes. 
We are trusted brand custodians and long-term partners to 100+ leading brands with 
presence in the US, UK, Philippines, Mexico and India. Our ‘rightshore’ delivery model 
offers solutions covering complete customer lifecycle across Healthcare, 
Telecommunications & Media and Banking, Financial Services & Insurance verticals. 
Our clientele includes Fortune 500 and FTSE 100 companies

Function/Department: Backoffice Operations 
Reporting to: Team Leader 
Role Description:
In this role, you will solve back-office transactions using the industry training, process training and work 
instructions provided to you. You shall play an key role in resolving the transaction correctly and 
efficiently, which has a direct impact on the customer experience.
What are we looking for?
Skills and Competencies 
• Ability to work well in a team 
• Results orientation – focused on efficient and quality work
• Agility for quick learning – able to comprehend training provided virtually, in person and through 
written work instructions
• Logical reasoning, good analytics skills and ability to work with numeric and non-numeric data 
• Detail orientation – meticulous in understanding the problem and then solving it as per 
instructions provided. Cross-check and double-check actions.
• Uses PC application and functions, such as Excel, Word, PowerPoint or client-specified software. 
Typing Skills - 20 wpm with 90 % accuracy 
• Works efficiently towards achieving the SLA based on the project requirement and meets the 
specified quality standards 
Roles and Responsibilities:
• In this role, you are required to solve routine problems, largely through referring to training and 
guides provided
• Your primary interaction is within your own team and your direct supervisor. This is a work-fromoffice role.
• The decisions that you make impact your own work and those of your colleagues and client. You 
will be given detailed instructions on all tasks 
• You will be an individual contributor as a part of a team with a predetermined scope of work 
• Please note that this role may require you to work in rotational shifts
Role Holder Profile 
Preferred educational qualifications: Minimum Graduation else diploma holder with work experience.
Preferred work experience: Fresher/Experienced with a minimum of 1 year of experience in a 
Utilities/Insurance/BFS transaction processing back-office transactions