Operations Associate

🕒 April 25

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WNS

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

🤝 B2B

🏢 Enterprise

☁️ SaaS

B2B • Enterprise • SaaS

WNS is a global business process management company that operates across 13 countries with over 66 delivery centers and employs more than 62,000 people. The organization is committed to inclusivity and diversity, fostering a unique culture of co-creation and continuous learning. WNS offers various career opportunities across the Asia Pacific, Europe, Africa, and the Americas, and prides itself on its transparent and merit-based recruitment process. As a leader in its field, WNS focuses on nurturing future leaders and decision-makers while maintaining a strong emphasis on social responsibility through initiatives like the WNS Cares Foundation.

📋 Description

• Act as a single point of entry for all cases (both emails and calls) in French & English related to: Credit and Underwriting activities, that include customer service support for providing credit line amounts, requests for increase and status. • Customer service activities that include support for disputes, account changes, merchant reimbursements and web/portal activities, customer service support for authorizations, billing management, and invoice processing. • Cash application and account receivables (A/R) management activities that include manual cash application, customer service support for providing invoices, end-user guidance for payment application via portal, and research. • Conducting effective communication with customers through income/outcome-bound calls and e-mails. • Managing customer inquiries, identifying customer needs, proposing solutions and alternative activities. • Collaborating with other departments and teams to provide the best and fastest customer support • Receiving, updating and/or logging all requests. • Routing cases to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution. • Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual.

🎯 Requirements

• Minimum of one (1) year of contact center and customer relationship management experience as evidenced by applicable documentation • Outstanding communication skills, both written and verbal • Demonstrated ability to handle multiple tasks • Excellent time management skills • Computer skills, including typing • English B2 and French B2