Associate - Operations

About the role

WNS Costa Rica, a delivery center launched in 2009, is hiring an Associate - Operations. The associate acts as a single point of entry for all cases (emails and calls) covering credit and underwriting, launch, invoice management, customer service, cash application and account receivables, and process and system governance.

Key responsibilities

• Credit and underwriting: customer service support for credit line amounts, requests for increases and status
• Launch activities: onboarding, validation calls, special projects and cards
• Invoice management: authorizations, billing management and invoice processing
• Customer service: disputes, account changes, merchant reimbursements and web/portal activities
• Cash application and A/R management: invoices, end-user guidance for payment application via portal and research
• Process and system governance: system issues, notices and spam
• Receive, update and log all requests, route them according to the Procedures Manual and SLAs, and escalate issues following escalation procedures

Required profile

• Minimum of one year of contact center and customer relationship management experience
• Outstanding written and verbal communication skills
• Ability to handle multiple tasks and excellent time management
• English B2 level