Financial Analyst

Wipro

1mo ago

Job
Full-time
Junior & Mid Level
Customer Relations
IT & Cybersecurity
Pune

AI generated summary

You must manage transactions, resolve client queries, document interactions, update knowledge bases, ensure compliance, provide product support, and maintain logs while delivering excellent customer service.
You will manage client queries via calls and emails, document issues, follow procedures for resolutions, maintain records, analyze trends, provide support, and update your knowledge on products.

Requirements

Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks

Responsibilities

Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks

FAQs

What is the main purpose of the Financial Analyst role?

The main purpose of the Financial Analyst role is to provide effective technical support to processes and actively resolve client issues to meet service level agreements (SLAs).

What are the primary responsibilities of a Financial Analyst?

The primary responsibilities include managing transactions, fielding client help requests, documenting user information, troubleshooting client queries, and ensuring compliance with service agreements.

What skills are required for this role?

Required skills include process knowledge, collaborative working, problem-solving, attention to detail, execution excellence, client-centricity, and effective communication.

How do we handle escalated client issues?

Serious client issues are identified and escalated to the Team Leader for timely resolution to ensure client satisfaction.

What internal stakeholders will I interact with in this role?

You will interact with Team Leaders, HR, the Training Team, and the Technical Lead for various purposes, including performance reviews, hiring, capability development, and issue resolution.

How do we ensure continuous improvement and training in this role?

Continuous improvement and training are ensured through product training sessions, self-learning opportunities, and collaboration with team leaders to identify learning themes.

What tools or systems will I use in this job?

You will utilize systems like RAVE for tracking availability and designated tracking software for processing and recording incoming calls and emails.

How do we measure the performance of a Financial Analyst?

Performance is measured through the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, customer feedback, and training hours completed.

Is there a focus on customer service in this job?

Yes, delivering excellent customer service through effective problem diagnosis and troubleshooting is a critical aspect of the Financial Analyst role.

What opportunities exist for career development in this position?

Opportunities for career development include undertaking product training, participating in self-learning, and coaching others to build organizational capability in relevant areas.

Wipro

Technology

Industry

10,001+

Employees

1945

Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.