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Job description

Apply knowledge of processes and related systems to assist in identifying, assessing, and resolving issues/problems. He/She demonstrates knowledge of processes and related systems in order to effectively perform their responsibilities. He/She solve problems by precedent and reference detailed instructions and procedural documents, escalating issues and seeking advice when faced with complex issues and problems.

He/She coordinates own work and may coordinate work of others, check quality of work delivered by the team as part of the Quality Check & Internal Control plan, updates process documentation, participates in process forums, continuous improvement initiatives.

Key Responsibilities:

• Adhere to standard processes and tools

• Seek first time quality through self audit for accuracy, timeliness and completeness of work

• Demonstrate ability to execute solutions for level-appropriate issues

• Demonstrate continuous improvement in process and service

• Comply with Accenture standards, procedures and policies, as well as regulatory requirements (e.g., regulations related to recoveries of debit balances)

• Engage in issue resolution procedures and follow escalation processes

• Update and maintain various systems/tools per standard process documentation which may include:

• Conduct data verification

• Respond to various requests for information, as needed by phone, chat or through a standard case management system or e-mail. Escalate to supervisor as appropriate

• Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar and punctuation

• Respond to information requests by searching, summarizing research results and compiling in requested format

• Participate in process improvement initiatives or special projects as assigned

• Execute continuous process improvement techniques

• Ensure internal/external client satisfaction

• Deliver client satisfaction through accurate delivery and demonstration of ownership

• Perform quality reviews and provide feedback to peers

• May serve as technical and functional resource to other team members

• May support in the training/education of new and/or more junior team members on operation procedures & policies

Qualifications

• Between 2-5 years of working experience in relevant field

• Diploma holders

• Problem Solving & Escalation Management

• Data Quality

• Customer Interaction Handling

• Metrics & Reporting

Other skills and qualifications

• Organization skills, attention to detail and follow through to resolve any outstanding issues

• Good analytical skills

• Proactiveness

• Time management and administrative skills

• Written and verbal communication skills; manages internal communications and external/client communications with assistance.

• Discretion, professionalism, confidentiality and judgment.

• Computer literacy and working knowledge of Microsoft Office

• Ability to operate office equipment (e.g. fax, photocopier, and phone)

• Fluent or Upper Intermediate English

• Team player with interpersonal skills

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.