Senior CSA

Date:  Jul 22, 2025
Location: 

Bangalore, KA, IN

Requisition ID:  15893
Description: 

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

Role Profile FormPlease use the Guide to writing job descriptions available hereJob Title: Moments that Matter Specialist Member Consultant
Job number: JB4238
Level: 1.3
Department: Various
Community: Moments that Matter Mission
Main Purpose of the Job: Two/three sentences maximum that summarise the overall responsibility and contribution of the role.
The role holder will work within the Moments That Mission and will be responsible for providing support to members undertaking a range of specialist and complex tasks and acting as a point of escalation within the team liaising with teams in and out of the Mission as appropriate to inform decision making. This will include performing specialist / complex administrative tasks and/or analysis of information/data along with verbal/non-verbal specialist interaction with our Members. It is an agile role that can work across the Mission and will be required to provide a high level of support wherever needed, undertaking different responsibilities dependant on the need of our members and business priorities. The role holder will be required to conduct their activity in a fair and compliant way and in keeping with Regulation.
Key Accountabilities (6 to 8): Together these should represent all of the major outputs of the role. Each accountability should be expressed in plain English, avoiding jargon and acronyms, be distinct and expressed concisely, beginning with the action taken (e.g. supporting, owning, leading) and defining the result produced.
•Utilise knowledge, skills and experience to support the day-to-day functioning of the team/mission performing relevant specialist and complex activities that impact our Members in line with Member need outcomes which includes (but not limited to) performing administrative tasks, analysing information/data along with verbal/non-verbal interaction with Members. (E.g. Analysing member information to identify trends, resolving member complaints, performing remediation activity, supporting members in times of need (i.e. Financial hardship, Bereavement, Vulnerable members etc) which may include working as part of a telephony team.
•Act as a point of escalation within the team to resolve complex queries and provide specialist support by utilising previous experience and knowledge, making calculated judgements, and applying a level of autonomy (as agreed) based on individual impact where appropriate within a regulated process (e.g., dealing with member queries that fall outside policy, resolving member complaints, providing specialist member support)
•Investigate and identify complex member needs using extensive skills, knowledge and experience to apply an appropriate outcome/course of action in a compliant way using judgement and applying mandates where appropriate escalating issues and liaising with teams in and out of the Mission where necessary. (E.g., Resolving complaints , agreeing remediation action, agreeing specialist repayment plans, liaising with specialist support teams for support etc).
•Remain diligent in all activity to ensure regulatory compliance and achieve the required standard of the Mission and Member need outcomes.
•Ensure all tasks are performed in the most effective and efficient way, taking on board any learning to improve performance and enhance the Member outcome.
•Achieve individual agreed short and long-term goals and outcomes to contribute to the overall Missions success and achieve the desired Member need outcomes.
•Provide support to broader leadership team deputising for team leaders when required.
Communication and working relationships: Who does the role interact with both internally and externally and for what purpose? What is the nature of the communication, is it sharing information or persuading/negotiating?
Role Profile Template April 2020, Document Owner HR Rewards
JB4238 - New MTM Specialist Member Consultant Role (SharePoint)
•Members: Where required, communicating, negotiating, and liaising with members to provide specialist support, guidance, and feedback in a fair, balanced, and compliant way.
•External Support Agencies: Where required, liaise, and negotiate with external support agencies for the benefit our members.
•Team Members: Predominately providing support, guidance, and advice to colleagues within in your direct team and across the Mission to support the delivery of relevant Mission outcomes, member support, processes, and interventions.
•Senior Managers and Managers across the business: Engage with them in support of Mission outcomes and department goals.
•Support functions in and out of the Mission: Liaising with various support teams (policy, legal, leadership team etc) to help inform decision making.
Problem solving: What type of problems does the role have to solve? What is the general timeframe to resolve these problems? Are the problems faced completely new or are they problems with solutions that have already been defined and the role holder has to select the right solution?
•Investigate and identify complex Member needs utilising previous knowledge, skills and experience, making calculated judgements where appropriate to define the outcome/course of action through the analysis and interpretation of complex verbal and non-verbal two-way communication in line with policy.
•Using your time management skills to manage multiple competing priorities (sometimes across the team) making a judgement as to which tasks to prioritise, utilising stakeholder management skills to keep Members and stakeholders updated on progress.
•Finding ways to navigate through the relevant processes, functions, and people across the business to support the Member/Mission outcomes and the team to successfully operate and deliver goals.
•Identify trends, inconsistencies and challenges in tasks and suggest ideas to make the necessary improvements.
Change and timeframe: What planning, and delivery timescales does the role work to – weeks, months, a year or longer? What is the likely business impact of these changes (local, business wide, externally)?
•Typically working to daily, weekly and monthly deadlines to support the delivery of the team’s operational plans.
•Support the delivery of short term, unplanned deliverables over 1 week to 1 month timeframe to respond to individual and operational demands.
Qualifications, Experience, and Knowledge: Outline type, depth and breadth of qualifications, knowledge and experience necessary for the performance of the role. Indicate if the role holder must have a formal qualifications or deep specialist knowledge.
•Advanced communication skills, both written and verbal with the ability to deal with difficult and sensitive Member situations and provide specialist support and guidance.•
Significant experience of assessing and identifying customer requirements and utilising skills and experience to interpret policy/guidance to arrive at the appropriate outcome/course of action.
•Experience of providing specialist support and guidance to colleagues to resolve complex queries•
Excellent customer service / administrative skills gained through relevant experience.
•Experience in working within a fast paced, challenging environment and the ability manage change effectively.
•Has a good standard of education with appropriate qualifications or equivalent.
•Good planning and organisational skills that provides the ability to manage and own multiple competing priorities and deliverables.
•Strong IT knowledge and skills, including being proficient at using Excel, Word, PowerPoint, Microsoft Teams and other relevant applications.
•Experience of, and ability to, analyse and interpret information and data.
•Time management and ability to manage own workload.
•Demonstrable attention to detail and accuracy for both numerical and written material, including data and insight.
Role Profile Template April 2020, Document Owner HR Rewards
JB4238 - New MTM Specialist Member Consultant Role (SharePoint)
Dimensions: e.g. budget, financial accountabilities or number of directs reports / team size.
•Direct influence on Member experience and Member Outcomes – applies knowledge, experience and judgement to assess the impact and identify the correct course of action, escalating issues where required.
•As appropriate – Holds financial mandate (<£1000)
•No direct reports – will be required to deputise.
•Typically reports to a Team Leader/Manager but may also report directly to a more senior role or form part of matrix management.
•Provides coaching and mentoring support to colleagues to resolve complex queries
•No budget responsibility.
•Typically 1 Senior Consultant per team.