Wipro Pune Hiring Associate Analyst | Retail Banking

Role Purpose

This role provides effective technical support to the process and works to resolve client issues directly or through timely escalation so that process SLAs are met.

Key Responsibilities

• Support the process by managing transactions to required quality standards
  • Take all incoming help requests from clients by telephone and/or email in a courteous manner
  • Record end user details such as name, department, contact information and the nature of the problem
  • Update your availability in the RAVE system to support process productivity
  • 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
  • Access and maintain internal knowledge bases, resources and FAQs to resolve client problems effectively
  • Learn relevant product details to improve client interaction and troubleshooting
  • Document and analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents for customers to reduce resolution time
  • Identify red flags and escalate serious client issues to the Team Leader when resolution is delayed
  • Make sure all product information and disclosures are given to clients before and after calls or emails
  • Avoid legal challenges by complying with service agreements

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support by diagnosing queries 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
  • Maintain logs and records of customer queries per standard procedures and guidelines
  • 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 to listeners and in varied situations
  • Follow up with scheduled callbacks to record feedback and ensure compliance with contract SLAs

• Build capability to ensure operational excellence and maintain high 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 per client requirements or recommendations
  • Work with team leaders to identify training themes and learning issues that better serve the client
  • Keep job knowledge current through self-learning and personal networks

Performance Measures

Mandatory skill: Retail Banking (BA).

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