Associate - Operations

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

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.

Qualifications

Minimum of one (1) year of contact center and customer relationship management experience as evidenced by applicable documentation

• Outstanding communication skills, both written and verbal.
• Demonstrated ability to handle multiple tasks.
• Excellent time management skills.
• Computer skills, including typing.
• English B2 and Portuguese B2.

Additional Information