Senior CSA

A Customer Care / Fraud Operations agent is assigned job responsibilities to make and receive Calls,
Chats and Emails related to customer queries and client investigations on various special
circumstances that fall in scope of services. The key responsibility will be to Review account
activities, diagnose account issues and identify areas which could link up to fraud attacks or any
other banking related issues (no limited to). The representative represents clients in terms of
performing various actions like Solving Complex fraud scenarios, Dispositions, investigations on
historical data etc. This is a 24 x 7 process with rotational shifts and rotational week offs (Sat Sun
is not a fixed week off)
Responsibilities
o Assisting prospective customers with all processes & sub processes in connection
with Client products & processes through phone calls, emails and chat servicing
o Handling contacts & ensuring that issues are resolved promptly, thoroughly, & in a
professional manner
o Taking ownership & researching / resolving inquiries verbally, in writing, & online (as
applicable)
o Providing feedback to management; proactively, regarding necessary changes and
updates; including policies, upgrades & Customer Care issues (if any)
o Keeping accurate records of communication with customers including dispositions &
notes
o Taking accurate & appropriate follow-up actions as defined in Client’s process &
procedure documents or as otherwise mutually agreed upon by Firstsource & Client
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o Independently solving complex fraud scenarios and cases using data and solid
judgement
o Processing exceptional cases & escalation cases including floor technical support,
Complaints, Team Lead calls, disputes, refunds, chargebacks & others as required
o Making monetary & non-monetary adjustments to accounts as required
o Monitoring & managing the contact queues
o Dispositioning & notating each Contact correctly and completely
o Participating in pilot programs & outbound campaigns as requested by Client
o Technical Skills: The ability to navigate a PC; proficiency working in MS Windows /
Apple MAC based environment & basic knowledge of word processing & spreadsheet
applications (not limited to)
o Professional telephone manner & pleasant voice; listening skills & empathy
o Problem resolution skills & accountability (desire to provide single call resolution /
first call resolution)
o Business writing skills – Correct grammar, punctuation & spelling; ability to organize
knowledge & thoughts into convincing arguments, and to convey meaning through
well-constructed text/statement in emails / chats (as applicable)
o Displays a number of skills as applicable, e.g., empathy, acknowledgement, proactive
recommendations, paraphrasing, professionalism, Avoid Repetition & Rate of speech /
Crisp & Clear Communication, Tone & Mannerism / Telephone Etiquettes, Assertive &
Confident, etc.
o Polished delivery (ability to communicate in a structured & effective manner)
o Excellent time management (ability to multi-task to solve issues for Customers, while
managing time) and achieve client targets
o De-escalate customer situations, manage customer expectations & follow-up on customer
commitments
o Ability to multitask in multiple windows / screens / applications of activity on a
computer / Mac
o Selling skills – Ability to overcome objections, ability to negotiate, fact finding &
explore resolution. Provide Best Possible Solutions
o Meet client’s quality, productivity and production hours target in experiential learning
environment from training phase onwards
Key Performance Indicators
• Regularly review suspicious account activities, diagnose account issues, and identify links to deter
fraud attacks
• Work collaboratively with our Customer Operations team to resolve incoming customer complaints
• Handle escalations & effective communication
• Interact with other team functions as applicable and in a timely manner
• Prioritizes work and initiate corrective measures to resolve day- to- day work related problems
• Open to working in a Blend Process – Calls, Data Entry & Emails/Chats
• Sound knowledge of MS Office
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