Associate - Operations

TL;DR

Associate - Operations: Acting as a single point of entry for customer cases across credit/underwriting, launch onboarding, invoice management, disputes, and cash application with an accent on case routing, SLA-based response and resolution, and escalation handling. Focus on receiving, updating, logging, and governing process/system issues while providing end-user guidance through portals.

Location: Building H Forum Business Park, Santa Ana, San Jose, Costa Rica

Company

WNS (Holdings) Limited is a global Business Process Management (BPM) provider delivering operational and domain expertise to clients worldwide.

What you will do

• Serve as the single point of entry for cases from emails and calls.
• Handle customer service for credit and underwriting requests (credit line amounts, increases, and status).
• Support launch activities including onboarding, validation calls, special projects, and cards.
• Manage invoice-related customer service including authorizations, billing management, and invoice processing.
• Support disputes, account changes, merchant reimbursements, and web/portal activities.
• Perform cash application and A/R management support, including payment application guidance and research.
• Log, update, route, and escalate requests according to the Procedures Manual and SLAs; handle system issues/notices and spam.

Requirements

• Minimum 1 year of contact center and customer relationship management experience.
• Outstanding written and verbal communication skills.
• Ability to handle multiple tasks and manage time effectively.
• Strong computer skills, including typing.
• English: B2

Culture & Benefits

• Role clarity with coaching and mentoring.
• Professional development and a structured career path.
• Values-driven culture focused on Client First, Integrity, Respect, Collaboration, Learning, and Excellence.

Hiring process

• Interviews and evaluation of communication and customer support experience.
• Assessment of ability to manage cases, SLAs, and escalations.