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:
- Transparent communication (English/Hindi); vernacular advantage