Senior Process Associate - Customer Care

Job Summary

ROLE PROFILE   HCL Job Level E – 0.3

 Function/Domain Accounts Payable / P2P Role

 Location Noida

Positions Financial Analyst

Experience 3-4 years

Job Overview As an Accounts Payable and Procure to Payment Financial Analyst, candidate will play a crucial role in managing the company's financial transactions related to accounts payable and procurement. You will be responsible for ensuring accurate and timely processing of accruals, Purchase Order status and project completion status and optimizing the procure-to-pay process. This role requires strong analytical skills, attention to detail, and excellent communication abilities to collaborate effectively with internal stakeholders and external vendors. Job Profile Audit, process, and reconcile PO-based invoices, including both electronic (EDI) and manual formats. Audit, process, and reconcile non-PO contract and non-contract invoices and payment inquiries. Perform daily vendor account management, including responding to inquiries, resolving discrepancies, and addressing payment issues. Analyze, audit, and reconcile vendor statements to ensure accuracy and completeness. Collaborate with Vendors, Purchasing, Accounting, and other departments to resolve payment-related issues. Ensure all work is completed in compliance with the policies, procedures, and standard operating guidelines. Attend and actively participate in individual and team meetings Proactively seek clarification from the AP Supervisor or teammates when needed to complete tasks effectively. Assist in developing or updating standard operating procedures when gaps are identified. Skills required Strong understanding of invoice processing, vendor management, and reconciliation practices. Experience with ERP systems and electronic invoicing platforms (e.g., EDI). Excellent communication and interpersonal skills. High attention to detail, accuracy, and organizational skills. Ability to work independently and collaboratively in a fast-paced environment.

Key Responsibilities

1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
2. Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
4. Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
5. Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skill Requirements

1. Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
2. Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
3. Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
4. Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
5. Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements

1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields