90 applicants

Company

Original Job Post

Wipro · 2 days ago

Fraud Analysis I

Atlanta, GA

Full-time

Onsite

Entry Level

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Responsibilities

Support process by managing transactions as per required quality standards

Field all incoming help requests from clients via telephone and/or emails in a courteous manner

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

Update own availability in the RAVE system to ensure productivity of the process

Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

Follow standard processes and procedures to resolve all client queries

Resolve client queries as per the SLA’s defined in the contract

Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients

Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends to prevent future problems

Maintain and update self-help documents for customers to speed up resolution time

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoid legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

Assist clients with navigating around product menus and facilitate better understanding of product features

Troubleshoot all client queries in a user-friendly, courteous and professional manner

Maintain logs and records of all customer queries as per the standard procedures and guidelines

Accurately process and record all incoming call and email using the designated tracking software

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

Organize ideas and effectively communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Undertake product trainings to stay current with product features, changes, and updates

Enroll in product-specific and any other trainings per client requirements/recommendations

Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

Update job knowledge by participating in self-learning opportunities and maintaining personal networks

Qualification

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Assigned ProcessFunctional CompetenciesFoundation to Competent Competency LevelsCollaborative WorkingProblem SolvingAttention to DetailExecution ExcellenceClient CentricityEffective CommunicationRetail BankingCLM

Required

Knowledge of assigned process, tools and systems

Functional Competencies/ Skill

Process Knowledge

Foundation to Competent Competency Levels

Collaborative working

Problem solving and decision making

Attention to Detail

Execution Excellence

Client (Internal) Centricity

Effective Communication

Preferred

Retail Banking (CLM)

Company

Wipro

Glassdoor

3.7

Wipro is a technology services and consulting company focused on building solutions that address clients’ digital transformation needs.

Founded in 1945

Bengaluru, Karnataka, IND

10,001+ employees

http://www.wipro.com

H1B Sponsorship

Wipro has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (2522)

2022 (2254)

2021 (3111)

2020 (2299)