ALP Consulting jobs - Non Voice Process

Criteria 1:-

1.       Candidate should be good in communication written/verbal as there be VERSANT Test conducted as qualifying Round.

2.       Experience in customer facing processes -  via calls/ emails/ chat - Min 6 months of relevant experience

3.       Experience in Customer or Investor Facing, Disputes, Claims, or Fraud Resolution in the Financial Services or Credit Card Industry, or equivalent demonstrated or in Banking – Good if they have educational, theory knowledge or experience.

Job Description:-

In this role, you will:
The Cards Customer Service Line of Business Complaints (i.e. LOB Complaints) team is responsible for providing written acknowledgement of the receipt of a complaint, identifying and escalating high risk complaints to the Enterprise Complaints Management Office (ECMO) team, and researching & responding to customer complaints that are within the LOB scope of work.
Covers jobs responsible for managing escalated customer complaints companywide, which in some cases may require special handling. Jobs research and review escalated complaints, often in partnership with other internal departments, to determine an appropriate course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.
Duties may include: Support internal and external customers with inquiries and complaints regarding financial products and services, Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online, Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards, Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals, Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action, Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

About this role:

In this role, you will:

Support internal and external customers in responding to customer inquiries and complaints regarding financial products and services
Perform routine course of action, conduct investigative steps to fully identify the issues, research product information, terms, conditions, or contracts and resolve complex problems and inquiries
Receive direction from supervisors, and escalate questions and issues to more experienced individuals
Interact with internal and external customers regarding inquiries and complaints, serve as an intermediary between parties to resolve disputed matters, negotiates, and enacts settlements accordingly