Client Support Associate

Your Primary Responsibilities

• Handling incoming client calls and client queries via web portal and emails, provide client resolution or identifying and setting client expectation for follow-up during the initial client calls.
• Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations.
• Prioritize and follow customer concern procedure on critical service disruption issue and maintain accurate case management information and categorization.
• Pro-actively supervise and provide timely response to clients by coordinate and collaborating with various internal teams: product management, relationship management, technology, application development and Business management teams.
• Coordinate and distribute client notifications with relevant business and management approval to advise of system downtimes, service disruptions or proactive client outreach.
• Participate proactively in team meetings, identify, and suggest process improvements that increase organizational efficiency and improves client experience. Identify training
• needs and facilitate training delivery.
• Maintain a steadfast focus on meeting the needs/requests of our clients, including responding to client inquiries timely and accurately (in line with departmental
• benchmarks/metrics), and in resolving, and/or bringing up problems promptly.
• Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
• Participant actively in Major Incident Management representing Client Service team, identify client impact issue and provide resolution/ recommendations
• Lead project implementation and support internal functional testing for new releases impacting clients.
• Adhered Client Support procedure and identify process and procedural gaps and update where vital.
• Aligns risk and control processes into day to day responsibilities to supervise and mitigate risk; escalates appropriately by following established procedures, spotting key errors and demonstrating strong ethical behavior.