Voice & Data Associate (Entry-Level) – Asset Servicing Role Proficiency

Voice Associate

Under continuous guidance, a Voice Associate is expected to:

Handle customer support calls effectively and efficiently.

Follow Standard Operating Procedures (SOPs) to complete processes.

Attempt issue resolution or escalate to a more knowledgeable team member within SLA parameters.

Data Associate

Under continuous guidance, a Data Associate is expected to:

Accurately and efficiently process assigned transactions within defined timelines.

Maintain quality and accuracy of outputs in strict alignment with SLAs.

Key Responsibilities & Outcomes

Acts under continuous guidance to achieve the following outcomes:

Service Delivery

Ensure 100% adherence to client-defined SLAs across quality, productivity, and turnaround.

For Data: Enter and verify data in line with SOPs.

For Voice: Accurately manage call responses and complete post-call updates.

Remain aware of and compliant with all client process/product updates.

Actively participate in coaching sessions and take steps to improve performance.

Issue Management

Identify and resolve tickets or incidents under guidance.

Escalate issues to supervisors or support teams per escalation matrix.

Follow up on unresolved issues to closure.

Training & Learning

Attend one-on-one or group training on domain, process, or tools as needed.

Complete all mandatory training programs on time.

Monitoring & Status Reporting

Monitor progress of support requests and keep stakeholders informed.

Report task status in line with project reporting processes.

Knowledge & Process Compliance

Follow release management processes and change protocols.

Reference and use relevant documentation, SharePoint, libraries, or client university materials.

Ensure full adherence to organizational and client-defined policies and SOPs.

Expected Outputs

Transaction Handling Process data transactions accurately per SOP. Call Management Handle customer calls and post-call work professionally and within timelines. Issue Resolution Analyze and solve incidents; escalate where necessary. Training Compliance Attend required training and apply learning to improve performance. Reporting Submit task status and reports in accordance with project guidelines. Collaboration Work with peers and other teams to ensure prompt issue resolution. Knowledge Management Use internal resources to enhance process knowledge and accuracy.

Measures of Success (KPIs)

100% adherence to quality and process standards

Completion of tasks within defined turnaround times

Timely and accurate resolution of issues

Zero client escalations

Number of tasks completed/issues resolved

Completion of mandatory training

Minimal non-compliance with SOPs

Skills & Competencies

Behavioral Competencies

Customer Focus: Dedicated to delivering prompt, efficient service.

Attention to Detail: Follows instructions and SOPs precisely.

Teamwork: Respects others and works collaboratively.

Communication (Voice): Clear, accent-neutral spoken communication with good grammar.

Communication (Data): Clear, concise, and correct written communication.

Willingness to Learn: Actively seeks to learn new domains and skills.

Technical Competencies

Familiar with Microsoft Office tools (Excel, Word).

Typing and data entry skills (15 WPM with 80% accuracy preferred).

Basic familiarity with ticketing, workflow, or support tools.

Exposure to call-handling or data-processing platforms is a plus.

Experience & Knowledge

Experience Level

Less than 2 years of professional experience in a customer support or data processing environment.

Knowledge Requirements

Essential:

English comprehension (Reading, Writing, Speaking).

Familiarity with Windows OS, MS Excel, and Word.

Awareness of business processes and willingness to learn domain knowledge.

Preferred:

Exposure to Asset Servicing, Banking, or Trade Operations.

Familiarity with SWIFT messages and trade lifecycle concepts.

Experience in Aladdin platform or similar financial systems.

Asset Servicing Focus – Key Responsibilities

Ensure timely and accurate completion of assigned tasks.

Escalate unresolved or critical issues based on defined criteria (age, value, client risk).

Support the resolution of mismatches in cash or stock reconciliations.

Respond to internal and external queries with professionalism and clarity.

Contribute ideas to improve efficiency, reduce cost/risk, and improve service quality.

Maintain procedural compliance and support a positive team culture.

Additional Comments

This role is ideal for candidates at the beginning of their career in customer service, operations, or financial services who are looking to grow under guided mentorship. The associate will be part of a larger operations or asset servicing team and will be expected to contribute to team objectives while continuously building their skills and knowledge base.