Wipro Hiring Associate Analyst in Hyderabad | Retail Banking

Job Description

The purpose of this role is to give effective technical support to the process and actively resolve client issues, either directly or through timely escalation, so that process SLAs are met.

Key Responsibilities

• Support the process by managing transactions to the required quality standards
  • Answer incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user details, including name, department, contact information and the nature of the issue
  • Update your availability in the RAVE system to keep process productivity up
  • Record, track and document all queries, problem-solving steps taken 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 client problems effectively
  • Learn relevant product details to improve client interactions and troubleshooting
  • Review call logs to identify frequent trends and prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution
  • Flag serious client issues and escalate them 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
  • Stay compliant with service agreements to avoid legal challenges

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support by diagnosing issues and guiding users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Keep logs and records of customer queries according to standard procedures and guidelines
  • Accurately process and record all incoming calls and emails using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate ideas clearly and appropriately for the audience and situation
  • Follow up with scheduled call backs to record customer feedback and ensure compliance with contract SLAs

• Build capability to ensure operational excellence and maintain high customer service levels for the existing account
  • Complete product trainings to stay current with features, changes and updates
  • Enroll in product-specific and other trainings as required or recommended by the client
  • Work with team leaders to identify training themes and learning gaps in order to better serve the client
  • Build job knowledge through self-learning and personal networks

Performance Measures

Process: Number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback.

Self-Management: Productivity, efficiency, absenteeism, training hours and number of technical trainings completed.

About Wipro

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions for clients' most complex digital transformation needs. Its portfolio spans consulting, design, engineering and operations, with over 230,000 employees and business partners across 65 countries.