Description

The primary objective would be to deliver very high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products and make informed decision to pay or decline the request post determining if all the compliance requirements are met.

Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.

Responsibilities
Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.
Handle Claims for lost/Stolen and Unable to Cash Traveller Cheques.
Handle Escheatment calls and faxes.
Process Refund Requests, Overspend and Excessive balance cases




Candidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.
Respond to customer escalation and conduct a root cause analysis of the escalation
Leverage expertise in analyzing risk related data, identifying fraud connections
Manage change effectively to meet / exceed performance targets

Qualifications
Graduate with 0 – 3 years of Prior Experience
Work in a 24*7 work setting in a customer facing calling profile
Ability to work under pressure in a deadline-driven workplace and maintain strong attention to detail.
Valuable oral and written communication skills in English
Good listening and decision making skills.
An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk

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