Senior CSA

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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Reporting Structure
Reporting to Team Leader / Supervisor in Operations
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Qualification & Experience
Critical: Undergraduate / Graduate with minimum 1 year of experience (preferably Sales, Fraud/Dispute, Retention, Upgrades and Cust Care)
Know How
Critical:
A keen eye for detecting and deterring fraud and risk
Excellent analytical and problem solving
Experience with investigation tools such as: TLO, LexisNexis, Emailage, Ekata, Pipl, etc.
Good written and verbal skills
Knowledge of MS applications, telephone etiquettes and data work
Strong interpersonal and analytical skills
Self motivated to work in target oriented environment
Should be ok with WFO. Should be ok with rotational shifts and rotational work offs (Sat Sun will not be fixed week offs). Should be ok with blended process (80-20; calls-emails/chat)
Personal Attributes/Traits
Consultative
Socially confident
Achievement oriented
Decisive and action oriented
Creative
Eager to learn
Resilient
Competencies
Business Foresight
Influencing Others
Fostering Partnerships With Customers
Managing Transformation
Driving Excellence
Leading Teams
Working Across Boundaries