Job Description
Location: Client Premise, Whitefield, Bangalore
Shift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM)
Work Schedule: 6 Days Working | 1 Rotational Off
Transportation: Not Provided

Mandatory Requirement ✅ Fluency in English & Hindi

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
Empathy, patience, problem solving
Attention to detail and process discipline
Resilience under volume spikes; teamwork

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