Job Description Location: Client Premise, Whitefield, Bangalore
n Shift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM)
n Work Schedule: 6 Days Working | 1 Rotational Off
n Transportation: Not Provided
n Mandatory Requirement Fluency in English & Hindi
n Responsibilities:
n n Handle inbound customer calls and manage service emails per defined SLAs
n Accurately authenticate customers and record interactions in CRM
n Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
n Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
n Follow schedule adherence and real-time instructions from RTA/WFM
n Tag and update case dispositions; maintain email templates and tone guidelines
n Adhere to information security, data privacy and KYC guidelines
n Participate in training, nesting, and periodic re-certifications
n n Knowledge/Experience:
n n Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics
n Customer verification/KYC steps; awareness of compliance dos & don'ts
n Standard call/email handling SOPs; complaint & escalation handling
n n Technical Skills:
n n ACD/EPBX and softphone usage; ticketing/CRM systems
n MS Office (Outlook, Excel basics), email etiquette tools/templates
n Typing speed 35+ wpm; accuracy in data entry
n n Competencies:
n n Transparent communication (English/Hindi); vernacular advantage
n Empathy, patience, problem solving
n Attention to detail and process discipline
n Resilience under volume spikes; teamwork
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