Back-office processing

The documents handled in back office processing vary. Back office processing can include payroll requests, invoices from vendors, customer billing, verification documents and many other files and forms. If a company has a form or file, it will usually pass through this back office department at some point

 

Documents can be processed manually, automatically or by using a combination of the two. Manual back office processing does not involve a computer; instead, the back office employee just writes the information in a book. Automatic processing is done entirely by a computer, without human interaction. Most processing involves both methods; the back office employee will enter information into a computer, and the computer will add the document to a database and perform any other processing steps required.

 

 

What we be doing

Quality Assurance Monitoring

  • Accurately perform quality monitoring and evaluations either manually or via our AI tool on
  • Multi-channel interactions and check them for compliance with LMN procedures to provide
  • Outstanding customer service
  • Perform in-depth analysis on set topics as requested by the wider business
  • Interact with internal and external stakeholders like Training and Process Procedures to
  • Provide feedback and drive improvements based on quality monitoring and analysis

 

 

Roles and Responsibilities

  • Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
  • Process service orders, answer questions, maintain account information, and accurately document users information in ticketing / record system
  • Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information.
  • Adherence to schedules/ turnaround times and shifts, effectively manage time, while handling multiple priorities.
  • Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
  • Understand and proactively addresses user’s concerns, identifying the root of the issue.