Location: Client Premise, Whitefield, BangaloreShift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM)Work Schedule: 6 Days Working | 1 Rotational OffTransportation: Not ProvidedMandatory Requirement ✅ Fluency in English & HindiResponsibilities:Handle inbound customer calls and manage service emails per defined SLAsAccurately authenticate customers and record interactions in CRMResolve queries on accounts, cards, payments, digital banking; escalate as per SOPMeet AHT, First Contact Resolution, NPS, Accuracy and Compliance targetsFollow schedule adherence and real-time instructions from RTA/WFMTag and update case dispositions; maintain email templates and tone guidelinesAdhere to information security, data privacy and KYC guidelinesParticipate in training, nesting,
and periodic re-certificationsKnowledge/Experience:Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basicsCustomer verification/KYC steps; awareness of compliance dos & don'tsStandard call/email handling SOPs; complaint & escalation handlingTechnical Skills:ACD/EPBX and softphone usage; ticketing/CRM systemsMS Office (Outlook, Excel basics), email etiquette tools/templatesTyping speed 35+ wpm; accuracy in data entryCompetencies:Transparent communication (English/Hindi); vernacular advantageEmpathy, patience, problem solvingAttention to detail and process disciplineResilience under volume spikes; teamwork