- The Back Office Agent 1 supports high volume of repeatable transactions and transactions received from the front office team
- Support on any issues within the organization will be channeled through the case handling workflow tool and the person performing this role shall be knowledgeable across one or multiple Service Offerings
- The Back Office Agent 1 shall ensure that a high volume of transactions is handled quickly and resolved effectively with minimum re work
Key Responsibilities:
- Using strong system application skills and process and procedural guidelines found in the KMS the Back Office Agent 1 will perform the transactional activities necessary to complete internal and external customer and system generated requests
- The Back Office Agent 1 will handle straightforward email communications with requestors
- Complex and out of scope work will be passed quickly to the next level of support
- 1 Leverage the model to effectively resolve requestors transactional needs efficiently accurately timely and customer focused
- 2 Identify issues carry out Root Cause Analysis RCA and translate customer needs and
- requests into the required work service identification
- 3 Focus on resolving Customer issues not closing cases solve the right problem for the requestor by looking beyond the stated request to the actual needs distinguishing between relevant irrelevant information
- 4 Identify where the standard process will not meet that need and seek assistance to resolve the issue
- 5 Effectively communicate with requestors to provide case status updates approvals
- clarifications and request missing information via email
- 6 Communicate in a language appropriate to the Customer paying attention to detail and using Customer centric language use correct grammar positive language appropriate urgency andempathy
- 7 Work effectively with the front office via child cases provide updates follow up and proactively raise issues quickly so that the front office can meet Customer commitments and maintain Customer satisfaction