Job Description

We are looking for the following positions under non-voice campaigns.

• Health Operations New Associate

• Trust & Safety New Associate

• Utility Bill New Associate

• Risk and Compliance New Associate

I. Health Operations New Associate [1]

Perform data entry and research in various systems and tracking tools. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Assess and resolve non-standard and standard issues or problems.

Seek advice and escalate issues when faced with tasks/problems outside the scope of the work. 

Update and maintain various systems/tools per standard process documentation which may include:

• Execute transactions without minimal direction, enter data and retrieve information from group specific system (all new hires might require some direction initially)

• Audit own data entry for accuracy and make required corrections and conduct data verification

• Respond to various requests for information, as needed. Escalate to supervisor as appropriate

• File, archive and retrieve documents (paper-based and electronic) using filing standards

• Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar and punctuation

• Respond to information requests by searching, summarizing research results and compiling in requested format

• Follow established policies, procedures and methods

• May serve as technical and functional resource or super users to other team members and participate in process improvement initiatives or special projects as assigned

II. Health Operations New Associate [2]

Data entry and processing of claim pre-eligibility information. Should be able to make decisions on whether to release or pend transactions. The Processor will be subject to project standards of quality and productivity as well as Accenture’s discipline policy.

Candidates for this role must have the following skills:

• Attention to detail and high level of organizational ability

• Reliability and ability to work independently

• Flexible, trainable and with good communication Skills

• Conveys information clearly and effectively both written and verbal

• Remains focused on improving communication skills while continuously enhancing knowledge on client products and services

• Possesses strong interpersonal skills

III. Trust & Safety New Associate (Content moderators)

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies and other organizations. The Trust and Safety (Content Moderation and Responsible AI) offering(s) within Accenture helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. Accenture’s Trust & Safety team, serves as an important line of defense by helping improve the quality and safety of online content while gaining hands-on job experience. They often systematically test, evaluate, and challenge AI systems and platforms to improve the integrity, quality and safety of content, including generative AI. You will deliver value to our clients, while making a larger impact on society.

You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, you may be exposed to objectionable or disturbing content flashing lights or contrasting light and dark patterns. This is meaningful work that helps keep the internet safe and responsible. It may also be challenging, at times. In this role, you may be directly or inadvertently exposed to, work with, view, or proactively engage with potentially disturbing, objectionable, and sensitive content (e.g., graphic, violent, sexual, or egregious) and expose AI systems to adversarial scenarios. Therefore, Trust & Safety resources need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. This role requires active

As a Content Moderator, you are expected to perform the following (but not limited to) duties and responsibilities:

• Review, classify and/or remove, work with, view, or proactively engage with content according to client guidelines, using specific tools and channels

• Understand and remain updated on changing client policies and guidelines Stay up-to-date with industry trends, identified generative AI shortcomings and advancements in content moderation and/or responsible AI regulations, governance, policy, and consulting work.

• Investigate, resolve, and relay complex content issues to the broader Trust and Safety team

• Develop and execute prompt strategies to interrogate large language models on various topics related to responsible AI, including medical advice, legal advice, and other sensitive areas.

• Analyze the model's responses for appropriateness, inappropriateness, refusal to answer, or appending disclaimers to the response according to client definitions and guidance.

• Collaborate with other team members to create a comprehensive understanding of responsible AI issues based on a model's responses.

• Contribute to the development of best practices and guidelines for content moderation and responsible AI governance and policy.
   

IV. Utility Bill New Associate

The main role of a Back Office Agent is to provide essential operational and administrative support to ensure the smooth functioning of an organization. By managing critical behind-the-scenes tasks such as data entry, documentation, reporting, and process coordination.

Data Management and Documentation:

• Accurately input, update, and maintain data in company systems and databases.

• Organize and manage digital and physical records to ensure easy retrieval and compliance with company policies.

• Accurately input and maintain utility-related data, such as meter readings, billing information, and customer account details, in the system.

• Ensure timely updates of utility records, including changes in customer information, service requests, etc.

Administrative Support:

• Handle correspondence, emails, and other communications as required.

• Assist in scheduling meetings, managing calendars, and coordinating with internal teams.

Customer Support:

• Support customer service teams by handling backend tasks such as order processing, account discrepancies, and account updates.

• Maintain accurate records of customer interactions and transactions.

• Assist in setting up new customer accounts and updating existing accounts with accurate information.

• Process service requests such as new connections, disconnections, or transfers.

• Handle backend tasks related to customer complaints, escalations, and resolutions.

• Ensure timely submission of reports to relevant stakeholders.

Compliance and Confidentiality:

• Adhere to data privacy and confidentiality standards while handling sensitive information.

• Ensure compliance with company policies, industry regulations, and legal requirements.

• Report any discrepancies or potential risks to the appropriate department.

• Ensure all utility processes comply with regulatory standards and company policies.

• Maintain accurate and organized documentation of utility transactions, contracts, and agreements.

Collaboration and Coordination:

• Work closely with front-office teams, management, and other departments to ensure alignment and smooth operations.

• Act as a liaison between internal teams to resolve issues and streamline processes.

• Coordinate with field teams, technicians, and other departments to ensure timely resolution of service requests.
   

V. Risk and Compliance New Associate

Follows established policies, procedures, and methods by doing research. 
performs client related tasks in various systems, as required. 
analyzes information and formulate conclusions. 
follows directions in accordance with the statement of work and service level agreement with client(s) 

• Reviews, communicates, and executes client provided policies and guidelines in accordance with the established SLA and KPI Metrics 

• Identifies improvement opportunities in process and provides recommendations. 

• Escalates in timely manner to his/her lead any issue or challenges that may affect the delivery of the work to be done. 

• Gathers information on alerts for client tool/s. 

• Reviews Name Screening hits against master data, Sanction and Adverse Media lists and escalating any possible or positive hits to L2. 

• Identifies false positives for Name Screening hits against master data, Sanction and Adverse Media lists. 

• Builds KYC/KYB pack including review of ID's, Proof of Address documents, Memo, and Arts etc. 

• Approves low risk KYC/KYB applications.