Senior CSA

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Role Description/Summary:
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)

Roles & Responsibilities:

• Assisting prospective customers with all processes & sub processes in connection with Client products & processes through phone calls, emails and chat servicing• Handling contacts & ensuring that issues are resolved promptly, thoroughly, & in a professional manner
• Taking ownership & researching / resolving inquiries verbally, in writing, & online (as applicable)
• Providing feedback to management; proactively, regarding necessary changes and updates; including policies, upgrades & Customer Care issues (if any)
• Keeping accurate records of communication with customers including dispositions & notes
• Taking accurate & appropriate follow-up actions as defined in Client’s process & procedure documents or as otherwise mutually agreed upon by Firstsource & Client
• Independently solving complex fraud scenarios and cases using data and solid judgement
• Processing exceptional cases & escalation cases including floor technical support,
• Complaints, Team Lead calls, disputes, refunds, charge backs & others as required
• Making monetary & non-monetary adjustments to accounts as required
• Monitoring & managing the contact queues
• Dispositioning & notating each Contact correctly and completely
• Participating in pilot programs & outbound campaigns as requested by Client
• 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)
• Professional telephone manner & pleasant voice; listening skills & empathy.
• Problem resolution skills & accountability (desire to provide single call resolution / first call resolution)
• 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)
• 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.
• Polished delivery (ability to communicate in a structured & effective manner)
• Excellent time management (ability to multi-task to solve issues for Customers, while managing time) and achieve client targets.
• De-escalate customer situations, manage customer expectations & follow-up on customer
commitments.
• Ability to multitask in multiple windows / screens / applications of activity on a computer /
Mac.
• Selling skills – Ability to overcome objections, ability to negotiate, fact finding & explore
resolution. Provide Best Possible Solutions
• 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

Required Skills and Qualifications
• Undergraduates• Experienced*
• Stable (if experienced - no work gaps)
• Should not be pursuing studies real time
• SVAR
• Thought Process - Adaptable to customer cues.
• Basic knowledge of computer and excel (Windows and Apple)• Good Communication
• Agile/ Quick learner
• Telephone etiquette/ Good email etiquette
• Can take ownership/ understand escalation grid.
• Managing queues
• Multi-tasking
• Consultative
Process type Blended (More calling, less to no emails - 80 : 20)
Incentive Attendance bonus, No Quality/ compliance errors
Shifts Rotational shift 5:30 pm to 9:30 am (shift schedules based client requirements)
Offs
Rotational offs/ split offs
Need to work on Sat or Sun as per client requirement
OTs Yes
Sac Offs Yes
WFO Yes

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.