Job Title: Associate

- Experience:1-7 Years into Voice/Chat (DB pensions preferred)
- Shifts: Uk Shift Timings
- Location: Mumbai
- Role Summary
- Deliver day-to-day member servicing for UK Defined Benefit (DB) pension schemes through chat, ensuring SLA adherence, quality standards, and empathetic communication. You will handle member queries, provide accurate information, maintain records, and support complaint resolution—ensuring compliant, timely, and customer-focused outcomes.
- Key Responsibilities
- 1. Query Handling & SLA Management

- o Respond to member/employer queries via chat within agreed SLAs/TATs.
- o Maintain personal work queues and provide status updates to supervisors.
- 1. Communication & Case Resolution

- o Draft transparent, accurate, and empathetic responses for member inquiries related to DB pension schemes (retirements, transfers, spouse benefits, etc.).
- o Escalate complex cases and manage potential complaints in line with governance standards.
- 1. Documentation & SOP Compliance

- o Follow approved SOPs for query handling and ensure updates are applied promptly.
- o Maintain audit-ready documentation for all communications.
- 1. Quality & Compliance

- o Adhere to QA frameworks (peer checks, RCA) and ensure compliance with UK pensions administration standards and client governance requirements.
- 1.



Risk Identification & Continuous Improvement

- o Identify recurring issues or risks in member communication and escalate appropriately.
- o Suggest improvements to templates, FAQs, and automation opportunities.
- Mandatory Skills & Competencies
- Communication Excellence: Strong written skills for chat; ability to convey complex pension details clearly and empathetically.
- Customer Service Orientation: Ability to manage member expectations and resolve queries professionally.
- Process Discipline: Familiarity with SOPs, compliance standards, and audit requirements.
- Analytical Skills: Basic data handling for query tracking and reporting.
- Tech Proficiency: Comfortable with MS Office and contact center tools.
- Knowledge of UK DB pensions and related legislation.
- Qualifications & Experience
- Graduate in any discipline.
- 3-4 years in contact center/customer service (pensions exposure advantageous).
- Key Performance Indicators (KPIs)
- SLA/TAT compliance and first-time resolution rate.
- Quality scores and complaint reduction.
- Accuracy of communication and adherence to templates/SOPs.

Location

- Mumbai

Job Function

- BUSINESS PROCESS SERVICES

Role

- Process Agent

Job Id

- 395870

Desired Skills

- Customer Service

Qualifications : BACHELOR OF COMMERCE

📌 Process Associate (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai