Associate I – BPM

Position Overview

We are looking for an Associate I – BPM to join our team. This role is ideal for early-career professionals with less than 2 years of experience who are eager to learn and grow in a process-driven environment. Under continuous guidance, you will handle customer support (Voice) and/or process transactions (Data) efficiently, ensuring adherence to SOPs, quality standards, and SLAs. This position is perfect for individuals who excel in structured workflows, communication, and customer-centric support.

Key Responsibilities

Voice & Data Operations

• Make customer support calls, follow SOPs, and ensure timely after-call updates.

• Process assigned data transactions accurately and efficiently as per guidelines.

• Enter and verify data while maintaining quality and accuracy.

Service Delivery & SLA Adherence

• Ensure 100% adherence to SLAs, quality, productivity, and schedule requirements.

• Stay updated on client processes, product information, and workflow changes.

• Report issues to supervisors/QAs to maintain efficiency.

Issue Resolution & Monitoring

• Identify, analyze, and resolve incidents or tickets within defined timelines.

• Escalate issues following established procedures.

• Monitor progress of support requests and keep stakeholders informed.

Training & Documentation

• Attend domain, process, or technical trainings as required.

• Maintain knowledge through project documents, libraries, and client learning modules.

• Comply with project-related reporting and release management processes.

Required Skills

• Strong communication skills (voice and/or written).

• Proficiency in Tally, Accounting basics, and Bank Reconciliation Statements.

• Basic knowledge of MS Word, MS Excel, and Windows OS.

• Strong attention to detail and ability to follow SOPs accurately.

• Customer-focused mindset with the ability to handle queries professionally.

• Willingness to learn new skills and adapt to changing processes.

• Team player with good interpersonal skills.

Measures of Success

• 100% adherence to quality and process standards.

• Timely completion of tasks, data entries, and customer responses.

• Zero non-compliance issues related to SOPs.

• Completion of all mandatory training modules.

• Effective issue handling and high productivity levels.

What We Believe

At UST, our values shape everything we do—from how we work to how we grow together.

Humility: We listen, learn, and support each other with empathy.
Humanity: We strive to uplift lives through meaningful work.
Integrity: We honor commitments and act responsibly in every interaction.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer. All qualified applicants will be considered without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Tagged as: ERP, MS Excel