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PROJECT PIA_Processing Analyst

Mandaluyong Job No. r00145682

Job Description


The CRM / Processing Analyst responds to customer inquiries or completes routine administrative processing requests via multiple access channels including service request via Service Now, email, call, Teams.  To work in a high performing centralized environment providing assistance to virtual customers.  Deliver Workplace services within agreed time, quality and cost.

Roles and Responsibilities:

  • Respond to inquiries and/or process requests via calls, emails, tickets according to established processes and policies. Process transactions / operational requests in workplace service or finance / tools domain
  • Experience working in workplace related tools or process is an added advantage
  • Demonstrated, well-developed verbal and written communication skills; Customer-oriented; seeks solutions that will provide value to end-user
  • Raise or escalate cases that do not have or do not fit yet in existing practice and process documentation.
  • Document transactions according to established process documentation and/or as required based on business requirement.  Enhance and improve operational workflow and performance.
  • Validate and process transactions based on various sources, such as but not limited to, service request tickets, trackers/tools, invoices, transaction receipts or documentation.
  • Resolve discrepancies and/or disputes according to established processes and policies.
  • Track, monitor and complete transactions from request to payment. 
  • Raise or escalate transactions that are inaccurate and/or aging.
  • Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.
  • Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.
  • Actively participate in all process improvements stages: conceptualization, implementation and continuous process improvements.
  • Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).
  • Learns new applications, technologies, and skills through intensive hands-on experience
  • Respond to the unique reporting requirements of the Operations/Cross functional departments on real-time / Adhoc basis.
  • Flexible to support US / UKI work timings
  • Graduate in any discipline with at least 3 – 5 yrs   shared service / processing experience


Must have:

  • Bachelors Degree
  • With 0-1 Year of related experience in handling transactions type of work

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