Associate - Operations

WNS Global Services

full-time mid San Jose, NA, Costa Rica

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Job Description

• Act as a single point of entry for all cases (both emails and calls) in Portuguese & English related to:• Credit and Underwriting activities, that include customer service support for providing credit line amounts, requests for increase and status.
• Customer service activities that include support for disputes, account changes, merchant reimbursements and web/portal activities, customer service support for authorizations, billing management, and invoice processing.
• Cash application and account receivables (A/R) management activities that include manual cash application, customer service support for providing invoices, end-user guidance for payment application via portal, and research.

• Conducting effective communication with customers through income/outcome-bound calls and e-mails.
• Managing customer inquiries, identifying customer needs, proposing solutions and alternative activities.
• Collaborating with other departments and teams to provide the best and fastest customer support
• Receiving, updating and/or logging all requests.
• Routing cases to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution.
• Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual.