Job Description:
This is a generic job description for the above job title. The primary focus of this role is to provide support for managing relationships with our Roaming Partners and other Financial Clearing Agents.
Job Responsibilities:
Producing all credit/debit notes on behalf of clients.
Liaising with all partners of our clients to build relationships, resolve queries, answer questions and relay information.
Acting as back-up support to an assigned individual and performing ad hoc tasks upon Lead/Manager request.
Mentoring and providing support/on the job training to junior colleagues.
Attend client visits and prepare and hold presentations.
Provide practical solutions for problem solving issues.
Monitoring and replying to emails from partners/clients; referring to appropriate departments or escalating to Lead/Manager or relevant departments when appropriate.
Monitoring internal Service Level Agreements (SLA) and escalating unresolved problems to Lead/Manager when appropriate.
Raise tickets via Swift for any customer service requests and ensure closed within target completion date.
Monitoring Client Service Level Agreements (SLA) and escalating unresolved problems when appropriate and relevant to the associated responsibilities.
Performing billing process.
Performing IOT discount process and generating reconciliation report/process.
Processing and reviewing FX trading.
Performing currency account reconciliations.
Generating payment list; downloading and storing payment information.
Bank relation and issue ownership and follow through.
Performing payable invoice reconciliation process, including approval or adjustment of invoices received from roaming partners.
Follow up on unapproved / missing invoices in line with BA GSMA documents associated with the payable invoice resolution process.
Resolving any general day to day roaming partner problems that may arise.
Dealing with e-mails sent to public folders
Responding to requests for information from roaming partners and internal colleagues.
Amending positions, setting up manual payments and raising interest invoices.
Loading data into the system where not automated.
Monitoring loaded data; referring or escalating issues as appropriate.
Running process cut-offs as required.
Developing and owning key relationships with the payments departments of other GSM operators or Financial Clearing House to ensure timely and accurate payments to our clients for key debt positions. Specifically support and influence these relations in the region of operator or Financial Clearing House.
Monitoring Client Service Level Agreements (SLA) and escalating unresolved problems when appropriate and relevant to the associated responsibilities.
Daily allocation of receipts for assigned clients, including clearing of unallocated positions.
Chasing client debt using phone calls and e-mails where required on a partner basis.
Managing clients debt levels in adherence to SLA / KPI specific to client or generally set as per Service Agreement or GSMA standards; escalating unresolved problems to Lead/Manager as appropriate.
Responding to clients requests for information updates in line with above.
Responding to account handler queries, particularly for the completion of monthly bank statements with regards to unallocated cash positions.
Developing and owning key relationships with the payments departments of other GSM operators or Financial Clearing House to ensure timely and accurate payments to our clients for key debt positions. Specifically support and influence these relations in the region of operator or Financial Clearing House.
Monitoring Client Service Level Agreements (SLA) and escalating unresolved problems when appropriate and relevant to the associated responsibilities.
Running, checking and sending of reports or due service information to the client.
Allocation of issues and escalation to Client Services Manager if required.
Dealing with e-mails sent to the client public folders.
Act as second support to an assigned individual. Responsible for managing their clients during any absence.
Manual trade requests, funding Validation and follow up till completion.
Regular customer reviews and conducting conference call, video conference and attending site visits.
Requests for information related to the client from internal colleagues.
Requests for information to the client.
Job requirements:
Degree (financial / economics studies) or Accounting qualification.
This job is intermediary level with a minimum of 5 years relevant job experience.
Able to work independently without the need of supervision, being self-sufficient.
Having a sense of responsibility and providing excellent customer focus.
Demonstrated ability to apply somewhat diversified procedures to similar situations, paying close attention to detail with excellent accuracy skills.
In depth knowledge of regulations and processes for all functions.
Able to think creatively to solve problems on own initiative with the confidence to follow them through to completion.
Providing mentoring / on the job training to colleagues.
Excellent team member leading by example and excels at what they do.
Excellent communication skills both written and oral.
Strong organizational skills.
Ability to work, report and communicate effectively across various timezones and locations of teams and partners/clients involved. Global mindset for support.
Excellent mathematical and Excel user skills.
Good knowledge of Word and PowerPoint.
Salary: Not Disclosed by Recruiter
Industry:Semiconductors / Electronics
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Associate/Senior Associate -(NonTechnical)
Keyskills:
Client Servicing Customer Service Relationship Management Client Management Service Level Customer Focus Communication Skills Video Conference Problem Solving
Desired Candidate Profile:
Education-
UG: Any Graduate – Any Specialization, B.Com – Commerce, B.A – Any Specialization, Economics
Doctorate:Doctorate Not Required
Company Profile:
Syniverse Technologies
Syniverse Technologies https:// www.syniverse.com Syniverse Technologies, an industry pioneer and innovator for more than 20 years, is committed to simplifying the business and technical complexities of mobile communications. With offices around the globe that focus on intensive customer services and technological evolution, we are ideally positioned to help you take advantage of the transformative opportunities resulting from the growing pervasiveness and sophistication of wireless communication. Our expertise and solutions means well over a billion subscribers worldwide can count on receiving seamless service wherever they go. From data and financial clearing services to global wireless data connectivity and interoperability to advanced messaging, we deliver the solutions that allow you to efficiently and profitably offer the endless possibilities of mobile voice, data, video, music and content to your customers. Moreover, our pro-active participation in a wide range of industry organizations and associations ensures we are helping to develop global standards and policies instead of merely reacting to them. You can count on Syniverse solutions being fully compliant with the latest industry requirements. As technology evolves and complexities in the wireless industry keep growing, we will continue to serve as the industry’s dynamic go-to communications service provider. We stand ready to help you solve new challenges, discover new revenue sources and deliver the next exciting possibilities to your customers. Syniverse… * Connects more than 800 communications providers and businesses in over 160 countries. * Reaches more than 1.7 billion mobile subscribers globally. * Moves trillions of mobile messages across the world’s networks each year. * Provides services to the world’s top companies, including the top 10 operators in North America and nine of the top 10 globally. * Enjoys a 20+ year track record of growth, innovation and success solving the mobile industry’s business and technical complexities. * Believes in customer service and proves it with a 99% customer retention rate.
Recruiter Name:HR
Contact Company:Syniverse Technologies
Reference Id:R0001154