PRODUCTION AGENT L1

Role Purpose:
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities:
- Support process by managing transactions as per required quality standards.
- Field incoming help requests from clients via telephone and/or emails in a courteous manner.
- Document end user identification information, including name, department, contact information, and nature of problem.
- Update availability in tracking systems to ensure productivity.
- Record, track, and document all queries received, problem-solving steps taken, and resolutions.
- Follow standard processes and procedures to resolve client queries within defined SLAs.
- Access and maintain internal knowledge bases and FAQs to aid in effective problem resolution.
- Identify product details to facilitate better client interaction and troubleshooting.
- Document and analyze call logs to spot trends and prevent future problems.
- Maintain and update self-help documents for customers.
- Identify red flags and escalate serious client issues to Team Leaders.
- Ensure compliance with product disclosures and service agreements.
- Provide excellent customer service through effective diagnosis and troubleshooting.
- Guide users through step-by-step solutions and assist with navigating product menus.
- Accurately process and record incoming calls and emails using designated tracking software.
- Offer alternative solutions to retain customers.
- Organize ideas and communicate effectively with clients.
- Follow up with customers to record feedback and ensure SLA compliance.
- Undertake product trainings to stay current with features and updates.
- Partner with team leaders to identify training themes and learning issues.
- Update job knowledge through self-learning opportunities.

Performance Parameters:
- Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
- Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed.

Mandatory Skills: Retail Banking (BA).

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