Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.

- Respond to customer inquiries across multiple channels (phone, digital secure message, chat, emails etc.,) with professionalism and empathy.
- Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is especially susceptible to harm receive valuable outcomes - identify, understand the impact and provide adequate support.
- Respond to all customer enquiries and process customer instructions, whether received by telephone, in writing, by e-mail or made in person accurately, efficiently, professionally and within specified timescales.
- Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt resolution.
- Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity to Finance crime for further investigation and guidance.
- Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow,

customer journey and service quality.
- Training & Development:



Complete mandatory training modules and attestations on time, staying updated on industry regulations and best practices.
- Proactive approach to invest on self-development aligned to the career goal.
- Prepare and dispatch templated and bespoke manual letters and correspondence via emails.
- Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.
- Active participation in team engagement and CSR activities initiated by the team or people engagement group.
- Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
- To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc.,
- Work flexibly - shift-based environments and weekend work.
- Maintain compliance with OSB policies, procedures, and regulatory standards.
- Identify the opportunities for training and communicate the same to the Mentor/Team Leader.

📌 International Voice Process (Bengaluru)
🏢 Joulestowatts
📍 Bengaluru