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Job Description

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



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

  • HSC/ 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

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