Wipro Chennai Hiring Associate for Technical Support | Mortgage Process

Job Description

The purpose of this role is to provide effective technical support to the process and actively resolve client issues, either directly or through timely escalation, to meet process SLAs.

Key responsibilities

• Support the process by managing transactions to the required quality standards
  • Handle all incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user identification details, including name, department, contact information and the nature of the issue
  • Update your availability in the RAVE system to keep process productivity on track
  • Record, track and document all queries, problem-solving steps and successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve client queries
  • Resolve client queries within the SLAs defined in the contract
  • Use internal knowledge bases, resources and FAQs to resolve issues effectively
  • Learn product details to support better client interaction and troubleshooting
  • Analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents to speed up resolution time
  • Identify red flags and escalate serious issues to the team leader when resolution is delayed
  • Make sure all product information and disclosures are shared with clients before and after calls or emails
  • Comply with service agreements to avoid legal challenges
• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Diagnose client queries and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Troubleshoot all queries in a friendly, courteous and professional manner
  • Maintain logs and records of all customer queries per standard procedures
  • Process and record all incoming calls and emails accurately using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate clearly and appropriately with listeners in every situation
  • Follow up with scheduled callbacks to record feedback and confirm SLA compliance
• Build capability to ensure operational excellence and high service levels for the account
  • Complete product training to stay current with features, changes and updates
  • Enroll in product-specific and other trainings based on client requirements or recommendations
  • Work with team leaders to identify training themes and learning gaps
  • Keep job knowledge current through self-learning and personal networks

Performance measures

Mandatory skill: Mortgage (Originations).

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