Operations Associate

We're looking for an Operations Associate to join our dynamic team and play a pivotal role in ensuring smooth and effective service delivery. This role offers a unique opportunity to blend customer engagement with essential backend processing, all while contributing to vital process improvement initiatives.

What You'll Do

As an Operations Associate, you'll be part of a collaborative team responsible for providing outstanding service to our customers. Your primary focus will be on the fulfilment of requests and processes across a diverse range of products.

• Engage with customers primarily through email and some phone interactions to resolve inquiries, fulfil requests, and complete tasks accurately.
• Effectively communicate and resolve customer issues within tight timeframes, demonstrating a strong ability to manage conflicting priorities.
• Play a crucial role in our continuous improvement objectives by proactively identifying and implementing opportunities to enhance operational efficiency and customer satisfaction. You'll gain valuable process improvement exposure in a practical setting.
• Act as a key representative of the fulfilment team when interacting with internal stakeholders, assisting with issue resolution and the successful implementation of new processes.

• Minimum 2 years of experience in a customer service or operations processing role.
• Exceptional attention to detail in daily tasks and investigations.
• Exceptional critical thinking skills
• Proven ability to identify and solve problems through analysis and planning.
• Proven ability to meet and exceed KPIs.
• Confident and articulate communication skills, both verbal and written.
• Excellent organizational and time management skills.
• Strong analytical ability in a customer-focused environment, with the capacity for business advisory.
• A genuine customer-focused approach with the ability to establish strong rapport.
• Excellent judgment and decision-making capabilities.
• Strong active listening skills.
• Demonstrated confidence in development and maintenance of strong relationships with Internal and External Stakeholders.
• Resilient with a proven ability to remain calm and effective under pressure.
• Team-oriented, readily collaborating and working with others to achieve shared goals.

• A Bachelor's degree (preferred).
• Experience in the Collections and Recovery space is a significant plus.
• Working experience in the Financial Services and Insurance industry is desirable.
• A willingness to drive AI usage, not just for personal productivity, but to transform how we work.