Verification Processing Agent

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Jolie Siam Full time

The role requires consistency, excellent communication skills and the ability to interpret and deliver fully on a client service level.

The VPA is subordinated to the TEAM LEADER._

DUTIES:

  • Acts as a verifier of STC checks, to phone source institutions for verifications or as a PIS processor using her / his language competencies;
  • Works on the queue of assigned PIS checks or STC verification checks;
- conducts research and reviews of the cases;

  • Monitors the progress of the cases that are assigned to the queue;
  • Conducts research in new and existing countries;
  • Reviews the processes for existing countries and participates in the processes built for new countries;
  • Works with Operations to ensure that correct language templates are used;
  • Ensures correct use and availability of standard and clientspecific templates. Checks that templates match product specifications;
  • Makes sure the appropriate standard wording is used for the specific case;
  • Monitors workloads to ensure there are no delays and escalates any delay issues;
  • Acts as a PIS researcher makes sure to meet the deadlines according to the procedures;
  • Monitors workloads to ensure there are no delays and escalates any delay issues;
  • Helps resolve training and/or process issues;
  • Respects the Client's Service Level Agreements at all times.

COMMUNICATION TASKS:

  • Daily communication with varying Sources in a variety of locations, using a different approach, corresponding to the process;
  • Using the language competencies to maintain permanent sources for more effective communication and dealing with cases;
  • Obtaining full and precise information from sources, following all the procedures related to the quality of the job.

OTHER:

  • In case of difficulty in certain working situations, advise their Team Leader;
  • Makes suggestions, implements new ideas, and helps solve problematic cases;
  • Maintain an environment oriented to trust, open communication, creative thinking, and cohesive team efforts;
  • Participates in additional jobrelated projects under the supervision of the Team leader and other members of the Operation team;
  • Participates in organized meetings to control quality and effective processing;
  • Any other activities assigned by the direct supervisor in compliance with the applicable legal requirements.

ORGANIZATIONAL RELATIONS AND COOPERATION:

  • The position is subordinate to the TEAM LEADER;
  • During the process of work the person will be interacting with all members of the Team, including members from different departments/locations of the Company;
  • The employee agrees to follow all Internal regulations of the Company, the Health and Safety rules, and all other established Rules;
  • The employee must show a loyal attitude, which includes not abusing the good name of the Company;
  • Takes responsibility for keeping all personal and labor information according to the agreement of confidentiality (not sharing any kind of confidential information for any reason).

JOB REQUIREMENTS:

  • Excellent command of English language (both written and spoken).

One of the following languages is a plus:
Chinese (Mandarin/Cantonese)/Japanese/Korean

  • Technical skills (Word, Excel, PowerPoint, Internet research, internal and external databases);
  • Personality competencies: analytical thinking, attention to detail, excellent time management;
  • Behavioral qualities: Problemsolving, qualityoriented attitude, ability to work with different people/institutions, exhibit diplomacy when it is needed, being ready to adapt to potential changes, assertiveness, focused and serious approach to work;
  • Experience in the field of customer support will be an advantage.

Loại hình công việc:
Toàn thời gian

Lương:
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