For Affirm , Saturday and Sunday will be FIXED Working Day

Effective September 2024 onwards

Affirm

Process information and Job Role:

A Customer Care / Fraud Operations agent is assigned job responsibilities to make and receive Calls,

Chats and Emails related to customer queries and client investigations on various special circumstances that fall in scope of services. The key responsibility will be to Review account activities,

diagnose account issues and identify areas which could link up to fraud attacks or any other banking related issues (no limited to). The representati ve represents clients in terms of performing various actions like Solving Complex fraud scenarios, Dispositions, investigations on historical data etc. This is a 24 x 7 process with rotational shifts and rotational week offs (Sat Sun is not a fixed week off)

- Assisting prospective customers with all processes & sub processes in connection with Client products & processes through phone calls, emails and chat servicing
- Handling contacts & ensuring that issues are resolved promptly, thoroughly, & in a professional manner
- Taking ownership & researching / resolving inquiries verbally, in writing, & online (as applicable)
- Providing feedback to management; proactively, regarding necessary changes and updates;

including policies, upgrades & Customer Care issues (if any)
- Keeping accurate records of communication with customers including dispositions & notes
- Taking accurate & appropriate follow - up actions as defined in Client’s process &
- procedure documents or as otherwise mutually agreed upon by Firstsource & Client
- Independently solving complex fraud scenarios and cases using data and solid judgement
- Processing exceptional cases & escalation cases including floor technical support,
- Complaints, Team Lead calls, disputes, refunds,



chargebacks & others as required
- Making monetary & non - monetary adjustments to accounts as required
- Monitoring & managing the contact queues
- Dispositioning & notating each Contact correctly and completely
- Participating in pilot programs & outbound campaigns as requested by Client
- Technical Skills: The ability to navigate a PC; proficiency working in MS Windows / Apple MAC based environment & basic knowledge of word processing & spreadsheet applications (not limited to)
- Professional telephone manner & pleasant voice; listening skills & empathy.
- Problem resolution skills & accountability (desire to provide single call resolution / first call resolution)
- Business writing skills – Correct grammar, punctuation & spelling; ability to organize knowledge & thoughts into convincing arguments, and to convey meaning through well -

constructed text/statement in emails / chats (as applicable)
- Displays a number of skills as applicable, e.g., empathy, acknowledgement, proactive recommendations, paraphrasing, professionalism, Avoid Repetition & Rate of speech / Crisp

& Clear Communication, Tone & Mannerism / Telephone Etiquettes, Assertive & Confi dent,

etc.

- Polished delivery (ability to communicate in a structured & effective manner)
- Excellent time management (ability to multi - task to solve issues for Customers, while
- De - escalate customer situations, manage customer expectations & follow - up on customer commitments.




- Ability to multitask in multiple windows / screens / applications of activity on a computer /

Mac.
- Selling skills – Ability to overcome objections, ability to negotiate, fact finding & explore resolution. Provide Best Possible Solutions
- Meet client’s quality, productivity and production hours target in experiential learning
- workplace from training phase onwards

Key Performance Indicators

- Regularly review suspicious account activities, diagnose account issues, and identify links to deter fraud attacks
- Work collaboratively with our Customer Operations team to resolve incoming customer complaints.
- Handle escalations & effective communication
- Interact with other team functions as applicable and in a timely manner
- Prioritizes work and initiate corrective measures to resolve day - to - day work related problems
- Open to working in a Blend Process – Calls, Data Entry & Emails/Chats
- Sound knowledge of MS Office

Requirements

- Undergraduates
- Experienced*
- Stable (if experienced - no work gaps)
- Should not be pursuing studies real time
- SVAR

Skillset Required

- Thought Process - Adaptable to customer cues.
- Basic knowledge of computer and excel (Windows and Apple)
- Good Communication
- Agile/ Quick learner
- Telephone etiquette / Good email etiquette
- Can take ownership/ understand escalation grid.
- Managing queues
- Mu lti - tasking
- Consultative

Process type

Blended ( The role primarily involves voice based interactions with supplemental email and chat support )

Incentive Attendance bonus, No Quality/ compliance errors

Shifts Rotational shift 5:30 pm to 9:30 am (shift schedules based on client requirements)

Offs Rotational offs/ split offs

Need to work on Sat and/ or Sun as per client requirement

OTs Yes

Sac Offs Yes

📌 Associate (Mumbai)
🏢 Firstsource
📍 Mumbai