Role OverviewThe Customer Support & Negotiator will be responsible for managing the customer from case assignment through resolution, while also handling direct communication and negotiations with banks.

This is a single-owner role — the same person is responsible for both customer support and bank negotiation.

Key ResponsibilitiesCustomer Support

- Handle assigned customers through phone, WhatsApp and email.
- Maintain regular communication and provide timely case updates.
- Understand customer concerns and resolve queries.
- Collect and verify required documents.
- Maintain accurate case updates in the system.
- Ensure customers are properly informed about the progress of their case.
- Handle customer concerns professionally and escalate serious issues to the SPOC/SME.

Bank Negotiation

- Contact banks and relevant banking representatives.
- Negotiate for suitable settlement/restructuring options for customers.
- Follow up with banks regularly for offers and resolutions.
- Explain available bank offers clearly to customers.
- Coordinate required documents and approvals.
- Drive each liability towards successful resolution and closure.




- Maintain complete records of all bank communications and negotiations.

Case Management

- Handle a maximum of 30 active cases at a time.
- Ensure cases do not remain stagnant.
- Follow up consistently until resolution.
- Move completed/resolved cases out of the active bucket so recent cases can be assigned.
- Maintain proper case ageing and next-action updates.

Bank Visits

- Identify cases where a bank visit is genuinely required.
- Coordinate with the SPOC/SME for scheduling.
- Prepare the customer and required documents before the visit.
- Complete follow-up after the bank visit.

Customer Satisfaction & Reviews

- Focus on providing a positive customer experience.
- Proactively identify unhappy customers and resolve concerns.
- Ensure satisfied customers are encouraged to provide genuine reviews.
- Key Performance IndicatorsCase Closures
- Liability Closures
- Successful Bank Negotiations
- Customer Satisfaction
- Customer Reviews
- Case Turnaround Time
- Follow-up Quality
- Number of stagnant/overdue cases
- Customer escalation levels

📌 International BPO Executive (Bengaluru)
🏢 Wiz Business Services
📍 Bengaluru