Senior Process Associate

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.

• 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).

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

• 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 Quality
• Be 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