JOB DESCRIPTION

Senior Process Associate

Aguadilla, Puerto Rico

This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to client requirements. Evenings, weekend, and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.

Responsibilities:

• Answers incoming calls from queue in a professional and courteous manner
• Assists internal and external customers via email
• Service internal and external customers via customer chat channel
• Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner
• Transfers callers to the appropriate departments
• Escalate calls to supervisor as warranted
• Enter appropriate comments and notes within policy database
• Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor
• Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites
• Foster a team environment by creating and maintaining a positive relationship with peers, customers, and business partners
• Consistently meet or exceed performance standards outlined in the Customer Service Department career path

Qualifications:

Basic:

• Minimum of 12 months of Customer Services or in a customer facing role
• High school diploma or GED required

Preferred:

• Fully bilingual (Spanish and English)
• Prior experience working in a call center environment is a plus
• Excellent verbal and written communication
• Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor
• Excellent computer skills including experience with Microsoft Office products
• Ability to work independently at a quick pace and with a high degree of accuracy

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.