Process Executive, Customer Experience - Multi-Channel Helpdesk (2025 Graduate Program)
Cognizant
We are seeking a Multi-Channel Helpdesk Specialist to join our vibrant team, where you will be instrumental in elevating the customer journey across multiple communication platforms. Leveraging your proficiency in MS Excel, you will provide effective client support by addressing and resolving inquiries. This position involves rotational shifts and is based in our office, fostering a team-oriented atmosphere for professional development.
- Must have proven expertise in using MS Excel for analyzing data and creating reports.
- Should have an understanding of foreclosure claim submissions and bankruptcy procedures related to mortgage lending.
- Required to show advanced analytical abilities for interpreting intricate data.
- Must be capable of performing duties efficiently during overnight shifts in an on-site setting.
- Must possess superior communication abilities for engaging with various stakeholders.
- A meticulous attention to detail is necessary to guarantee accuracy and adherence to compliance standards in all service tasks.
- Needs to be flexible in response to shifting priorities and proficient at juggling multiple assignments effectively.
- Deliver outstanding customer support by resolving queries via various communication methods to guarantee a smooth customer interaction.
- Employ MS Excel for data analysis and interpretation to facilitate the resolution of client problems.
- Work cooperatively with colleagues to devise solutions aimed at improving client satisfaction and streamlining operations.
- Keep precise documentation of all customer communications and transactions to maintain the integrity of our data.
- Contribute to the creation and execution of helpdesk protocols and industry best practices.
- Track and reply to client feedback to pinpoint opportunities for enhancement.
- Aid marketing campaigns by applying specialized knowledge in display ads and email outreach.
- Engage in ongoing training to remain current with product information and market developments.
- Actively participate in team discussions by offering valuable insights and recommendations for process optimization.
- Adhere to all company policies and protocols when managing sensitive customer information.
- Interact with clients to assess their requirements and deliver customized solutions.
- Monitor and document helpdesk performance indicators to identify areas for improvement.
- Cultivate a supportive and collaborative workplace by assisting team members and encouraging cooperation.
Cognizant
Technology
Cognizant is a premier professional services firm dedicated to engineering modern businesses for the digital age. By focusing on modernizing technology, reimagining core processes, and transforming customer experiences, the company empowers the world's leading organizations to stay ahead of market dynamics. At the heart of its strategy is \"Intuition Engineered,\" a philosophy that merges deep human insight with cutting-edge solutions. Leveraging the power of artificial intelligence, data analytics, and cloud platforms, Cognizant architects intelligent systems designed to anticipate needs and enable decisive, purposeful action. As a strategic partner, the company helps clients navigate complex transformations, solve critical industry challenges, and build a resilient, future-ready foundation. This holistic approach enables businesses to not only meet the demands of today but to lead with confidence and create timeless value in an ever-evolving landscape, truly making modern business timeless.