Agent
Role NameAgent

Reporting toTeam Lead

Preferred Experience Range Any Graduate, Freshers acceptable; 02 years in inbound voice/email (BFSI preferred)
Versant 3.5+ (mandatory); email writing proficiency (grammar, tone, clarity)
Exposure to banking basics (accounts, cards, digital channels) is an advantage

LocationBangalore, Whitefield

Shift Timings6-day working, 12x7 rotational shifts (8 AM - 8 PM), 9-hour shift with 1-hour breakGradesBPO 1
Responsibilities:

- Handle inbound customer calls and manage service emails per defined SLAs
- Accurately authenticate customers and record interactions in CRM
- Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
- Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
- Follow schedule adherence and real-time instructions from RTA/WFM
- Tag and update case dispositions; maintain email templates and tone guidelines
- Adhere to information security,



data privacy and KYC guidelines
- Participate in training, nesting, and periodic re-certifications

Knowledge/Experience:

- Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics
- Customer verification/KYC steps; awareness of compliance dos & don'ts
- Standard call/email handling SOPs; complaint & escalation handling

Technical Skills:

- ACD/EPBX and softphone usage; ticketing/CRM systems
- MS Office (Outlook, Excel basics), email etiquette tools/templates
- Typing speed 35+ wpm; accuracy in data entry

Competencies:

- Explicit communication (English/Hindi); vernacular advantage
- Empathy, patience, problem solving
- Attention to detail and process discipline
- Resilience under volume spikes; teamwork

📌 Banking Agent (Bengaluru)
🏢 Primus Global Technologies
📍 Bengaluru