Senior Executive

Job Description: Background Verification Specialist

Role Purpose

The purpose of this role is to deliver exceptional technical support by efficiently managing client queries and resolving issues within stipulated timelines, ensuring adherence to process Service Level Agreements (SLAs).

Responsibilities

Client Support & Query Resolution

• Manage transactions while maintaining quality standards.
• Handle client queries through calls or emails in a courteous and professional manner.
• Document client information, including issue details, to enable effective resolution.
• Record, track, and document all problem-solving steps and outcomes.
• Adhere to standard processes to resolve client issues within SLAs.
• Maintain internal knowledge bases, FAQs, and troubleshooting guides to provide accurate resolutions.
• Analyze call logs to identify recurring issues and prevent future occurrences.
• Escalate unresolved or critical issues to the Team Leader promptly.
• Deliver complete and accurate product information and disclosures to clients.

Customer Service Excellence

• Diagnose and troubleshoot client queries while guiding users through step-by-step solutions.
• Provide product support and facilitate understanding of features and navigation.
• Offer alternative solutions to retain customer relationships.
• Maintain logs of all queries and follow up to ensure compliance with SLAs.
• Communicate effectively, adapting to the listener's needs and context.

Training & Capability Building

• Participate in product-specific and client-recommended training programs.
• Collaborate with team leaders to identify training needs for better service delivery.
• Stay updated on product features, updates, and industry trends through continuous learning.

Stakeholder Interaction

• Collaborate with internal teams such as HR, Training, and Technical Leads for operational excellence.
• Engage with clients for query resolution and feedback collection.

Key Competencies

Functional Skills:

• Process Knowledge: Familiarity with assigned processes, tools, and systems.
  • Foundation: Basic knowledge with minimal guidance.
  • Competent: Demonstrates full competency consistently.
  • Expert/Master: Advanced application and coaching capability.

Behavioral Skills:

• Collaborative Working
• Problem Solving & Decision Making
• Attention to Detail
• Execution Excellence
• Client-Centricity
• Effective Communication

Education

• UG: Any Graduate
• PG: Any Postgraduate

Key Skills

• Customer Service
• Query Resolution
• Employee Engagement
• Operations Management
• Quality Assurance
• Workforce Management
• Real-Time Analysis

This role provides a unique opportunity to enhance operational efficiency, deliver superior client experiences, and grow within a dynamic, collaborative environment.