Pace Computer Solutions Inc
Columbia, MD
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Job Description :
Job Title: ORM Expert
Location: Pittsburgh, PA
Duration: 6+ months

6-8 yrs experience
Operational
Consistently deliver on the Service Level Metrics (Productivity, Accuracy, Timeliness, etc, as defined for the process, so as to deliver Superior Customer Service. The above include unit/team/agent level metrics.
Ensure achievement of goals set on a consistent basis. The goals would be team as well as individual goals that are set on a yearly/monthly/daily basis.
Ensure test plans and test scripts are completed as allocated within the committed TAT, keeping in mind the expected productivity & accuracy levels.
Escalate operational issues in a timely manner to the client
Interacting with client on a day-to-day basis
Developmental
Provide suggestions to enable process improvements that reduce processing time.
Assisting new agents & buddying with them to shorten the learning curve.
Initiate and drive team building activities to ensure a high level of motivation and team cohesion
Client Facing Responsibilities
Escalate all customer service issues, which require client assistance, on time
Provide feedback on process related issues that impact turnaround times
Skills
Strong Knowledge of risk and control. Familiar with concepts of control testing, Risk Control Matrix and Risk Management
Experience in performing control testing, preparing risk control matrix, and writing test plans for testing
Analytical and logical thinking
Working knowledge of excel for MIS reporting
Excellent communication skills
             

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