Short Description
In this role you will leverage your deepening knowledge in one process or more and participate in meeting service levels, key measurement targets of the team and deliver a high quality and cost-effective customer service to the client. You will perform tasks in line with the written procedures or assigned by senior staff under supervision.
Qualifications
English and German – minimum B2 level
Highschool diploma (minimum); Bachelor’s degree (ideal)
Demonstrate developing knowledge of the structure of the systems and modules used in service delivery in the specific area and the Automation Drive Suit & DGEM Tech offer
Have good knowledge of the process, policies and desk top procedures within their engagement
Identify simple ideas that add value to day-to-day operations or tasks and makes improvements to process within own area of remit
Display a willingness to keep abreast of the technological developments in process specialism
Adhere to the IS regulations and policies
Use specific, simple analytical models and tools to the specific situation
Read analytical reports and interpret them in the given context and can apply sound levels of logic to tasks undertaken
Understand that individual performance (efficiency and effectiveness) impacts the performance of the overall engagement
Be prepared to flag issues and ask for help in areas of uncertainty/volatility e.g. any changes in controls/resourcing/delivery model
Job Responsibilities
Researches root cause of deductions and disputes and recommends/supports permanent resolution of similar exceptions by type, customer, business unit etc.
Based on the findings collects the proofs of dispute validity and initiates resolving actions as appropriate
Codes and clears deductions
Researches low complexity disputes and deductions for validity
Proposes credits for valid queries
If deduction is invalid, provides proof to support collection efforts
Reconciles accounts
Escalates problem accounts
Follows control and compliance regulations
