What are the responsibilities and job description for the Senior Associate - Operations position at WNS?
Company Description
WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries.
Job Description
Customer Service Representative - The purpose of this position is to assist the participants with questions they may have regarding current account. Customer Service representatives will answer incoming calls, navigate our system and are trained to utilize our tools and resources to assist, and provide superior service to our customer. They will continuously strive to improve by utilizing various resources. They will have the ability to communicate with impact, apply critical thinking and show a strong desire to drive for results.
To fulfill this role, the Customer Service Representative will:
Benefits(based on individual elections)
WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries.
Job Description
Customer Service Representative - The purpose of this position is to assist the participants with questions they may have regarding current account. Customer Service representatives will answer incoming calls, navigate our system and are trained to utilize our tools and resources to assist, and provide superior service to our customer. They will continuously strive to improve by utilizing various resources. They will have the ability to communicate with impact, apply critical thinking and show a strong desire to drive for results.
To fulfill this role, the Customer Service Representative will:
- Respond to questions and requests from (internal/external) customers. This could be a policy owner, financial advisor, producer etc.
- Ensure customer requests are completed accurately and timely using the appropriate system/application.
- Builds strong customer relationships, establishing confidence, trust, and rapport to ensure customers have a positive experience with Pacific Life.
- Handle inquiries by communicating in a clear, concise and confident manner in order to provide an excellent customer service experience
- Enters all information related to the call for reporting purposes.
- Resolve all inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary.
- Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability and have a willingness to develop and consistently improve.
- Shifts will be from 9AM to 6PM
- High School Diploma required;
- 1-2 years’ customer service experience preferred
- Excellent communication skills (both verbal and written),
- Ability to research
- Follow up and resolve sensitive issues
- Proficient in working with web based applications and Microsoft Office, ability navigate multiple systems without assistance
- Excellent organizational and time-management skills to handle multiple tasks
- Detail oriented to ensure accuracy
- Pension Risk Transfer experience
Benefits(based on individual elections)
- Competitive Salary based on experience
- Medical/Dental/Vision
- Employer Paid Life Insurance and Short/Long term disability insurance
- 401(k) with Employer Match
- Generous PTO (15 days in your first year!)
- Working Hours: Monday – Friday 9:00pm – 6:00pm
