Job details

Country

USA

State / Region / Province

Anywhere in the US and/or Remote

Work Location

Anywhere in the US and/or Remote

Domain

Operations

Interest Group

IBPO USA

Company

IBPO USA

Requisition ID

114038BR

Job description

Senior Process Associate – 2A

In the role of Senior Process Associate, you will execute transactions as per prescribed guidelines and timelines, review and validate the inputs from the other team members, support your manager in training activities, and daily operations reviews, and help in escalation resolution to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.
In this role, you will maintain a master file of all ASE/ADE accounts, pull reports from ASE limited via Tableau identify new accounts, and find details per the file inventory requirement (PNUM, CNUM, SVID, Segrnent etc.) You will handle e-mail correspondence received on a timely manner through the official channels, which tackles transactional details (i.e. Status updates, actions, and SLAs) and be able to contact customers when necessary to communicate service request resolution requirements, actions, and timelines.

Responsibilities may include but are not limited to:

Run a report specific to EPL$WAN and identify new accounts for ebill registration (production and test profile)Submit unification request for enrolled Solution Provider (25 SPs in the program as of the effective date of this agreement).Handle credit check fallout, engage with the account team, collection, or credit analyst to understand why credit request failed, and work on steps to get it resolved.Handle deal requests that go through PROMPT handle reject cases from Pricing or Sales and ensure that deal desk requests go through OAT for processing.Update the account details in EUAM specific to the segment and bill number. This task also involves paper bill suppression, billing address updates, name change requests, bill cycle updates, and contract inventory checks.Submit a converge request for any new AVPN account found.Check the contract, MCN, and PL01 report to check the correct End customer name for each account.Add each account in the ebill profile track the completion of the registration and ensure that the account is registered and available in the SP ebill profile.Conduct bill validation review for each account billing in APEX.Handle FUSF dispute that SP filed via support center, Handle Alliance ETF requests that go through Alliance SharePoint and APEX ETF request that Share Services sent in the ETF mailbox.Handle requests from Shared Services in finding the Pricing Schedule and prepare the waiver template at APEX ETF prebill by collecting data on the disconnected circuit and the possible revenue to suppress ETF charge.Handle cases related to new user access requests. Filter cases that go through the Billing Support Queue and create RCA report when for clarification on the dispute.Review service order requests against the Customer’s creditworthiness and notify the customer of insufficient Credit Information (when necessary).

Qualification
Basic

High School Diploma or GED EquivalentAt least 1 year of working experience in related areas to the job description

Preferred

Be able to provide updates to Sales and Customers on a timely manner through the official channels, which tackles transactional details (i.e., Status updates, actions and SLAs)Be able to duly fill out tracking systems & forms as needed/required.Be able to take ownership and action on requests and actively coordinate work to completion.Be able to review existing cases and communicate status and/or work-in-progress.Be able to follow up by email if CHAT cannot be resolved in real-time.Be able to assist in getting multiple requests started & articulate an estimated timeframe of resolution.Be able to review cases against any sales order that is provided.Meet set KPIs and be able to meet set goals for Reliability, Efficiency, and QualityBe able to contribute as an individual to boost the performance of the team.Be able to adhere to and report information security-related incidents without any delay to the right authority. i.e. All information-related incidents, losses

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer fora visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods. Should be able to communicate by telephone, email, or face-to-face.

About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 56,541 employees from 107 nationalities, as of December 2023.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.