Customer Service Officer Tier 1

Job Role: Customer Service Officer Tier 1
Location: Bangalore
Department: Customer Service / Banking Operations
Experience: 18-24 months
Industry: Banking / Financial Services / International BPO
Process: International Customer Service

Roles & Responsibilities

- Handle customer queries and provide end-to-end customer service for retail savings and mortgage-related products.
- Act as the first point of contact for customers and resolve queries professionally and efficiently.
- Handle customer interactions through voice calls, emails, chat and secure messages.
- Process customer requests, instructions and enquiries accurately within defined SLA/TAT.
- Understand customer requirements and provide appropriate solutions while maintaining a high level of customer satisfaction.
- Identify and support vulnerable customers, ensuring appropriate assistance and positive customer outcomes.
- Perform customer identification and verification (KYC/ID&V;) and follow required due-diligence procedures.
- Identify and report suspicious activity or potential fraud to the appropriate internal team.
- Handle customer complaints and escalate complex issues to the relevant teams or Team Leader.
- Coordinate with internal departments to ensure timely resolution of customer issues.
- Prepare and send standard and customized customer correspondence through email/other approved channels.
- Maintain accurate records, query logs, issue logs and case-related documentation.
- Follow all banking policies,



procedures, regulatory requirements and compliance standards.
- Identify process gaps and suggest improvements to enhance customer experience and operational efficiency.
- Support the team during peak volumes to ensure SLA and service-level targets are achieved.
- Participate in knowledge-sharing, training and coaching activities.
- Complete mandatory training and remain updated on banking regulations, products and processes.
- Work in a shift-based environment, including weekends, as required.
- Follow information security requirements, including data protection, password, clear-desk and clear-screen policies.

Candidate Requirements

- 18-24 months of experience in an international call centre/contact centre environment servicing overseas customers is essential.
- Experience in Customer Service, Sales or Collections is preferred.
- Banking, retail or contact-centre experience is an advantage.
- Strong English communication skills verbal and written.
- Good understanding of customer service principles and professional communication.
- Basic knowledge of banking products and services such as savings, loans and digital banking is desirable.
- Knowledge of regulatory and customer-protection requirements is an advantage.
- Familiarity with MS Office, CRM and telephony systems such as Five9 is desirable.
- Ability to work effectively in a fast-paced, high-pressure workplace.
- Minimum secondary education qualification.

📌 Customer Service Officer (Bengaluru)
🏢 Joulestowatts
📍 Bengaluru