We are looking for a customer-focused professional to handle inbound customer interactions related to banking and financial products. The role involves addressing customer queries, resolving concerns, providing product information, and ensuring a superior customer experience while adhering to regulatory and compliance requirements.
Key Responsibilities :
- Handle inbound customer calls related to loans and other financial products.
- Resolve customer queries and complaints within defined service levels.
- Provide accurate information regarding products, services, transactions, and account-related requests.
- Identify customer needs and guide them to appropriate solutions.
- Maintain a high level of customer satisfaction and service quality.
- Ensure compliance with banking regulations,
KYC norms, and internal policies.
- Accurately document customer interactions in CRM systems.
- Escalate unresolved issues to relevant teams as per defined processes.
- Achieve individual and team performance metrics including Quality, CSAT, AHT, and First Call Resolution.
Required Skills:
- Excellent verbal communication skills in English.
- Robust customer handling and problem-solving abilities.
- Knowledge of banking products, loans or financial services.
- Ability to manage customer escalations effectively.
- Good listening and interpersonal skills.