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Verification Processing Agent

6 months ago

Ho Chi Minh City, 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 client-specific 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 job-related 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: Problem-solving, quality-oriented 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: Từ 14.000.000₫ một tháng