Senior Process Associate - Customer Care

Chennai, Tamil Nadu

Job Summary

The role is responsible for delivering exceptional customer service, resolving complex customer queries, ensuring compliance with banking regulations, and supporting customers across a range of business and commercial banking products and services. The ideal candidate should have strong communication skills, a solid understanding of corporate and commercial banking operations, and the ability to handle customer interactions with professionalism, accuracy, and empathy

Key Responsibilities

Customer Service & Relationship Management

- Handle inbound and outbound customer interactions for Business Banking customers.
- Provide accurate information regarding banking products, services, accounts, payments, and transactions.
- Resolve customer queries and complaints within defined service levels.
- Deliver a positive customer experience through professional and customer-centric communication.
- Identify customer needs and provide appropriate solutions while adhering to bank policies and procedures.

Business Banking Operations

- Support customers across business current accounts, payments, treasury-related enquiries, digital banking platforms, and commercial banking services.
- Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries.
- Ensure accurate documentation and completion of customer requests.

Performance & Quality

- Meet and exceed key performance indicators including:




- - Customer Satisfaction (CSAT/CES)
- Quality Scores
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Schedule Adherence
- Productivity Metrics

- Maintain high standards of call quality and customer interaction.

Participate in coaching, quality reviews, and knowledge refreshers.

Skill Requirements

Education

- Bachelor's Degree from a recognized university.

Experience

- Minimum 1.5 years of experience in voice-based customer service/contact centre operations.
- Mandatory experience in Corporate Banking and Commercial Banking operations.
- Experience within Business Banking, Financial Services, or Banking Contact Centre environments is essential.
- Experience handling international banking customers will be an added advantage.

Knowledge & Skills

- Strong understanding of:
- - Business Banking products and services
- Corporate Banking operations
- Commercial Banking processes
- Banking regulations and compliance requirements

- Excellent verbal and written communication skills.
- Robust problem-solving and customer handling capabilities.
- Ability to manage difficult customer conversations professionally.
- Good analytical and decision-making skills.

Proficiency in CRM systems and banking applications

Other Requirements

- Customer Focus
- Ownership & Accountability
- Attention to Detail
- Team Collaboration
- Effective Communication
- Problem Solving
- Adaptability
- Compliance Mindset

📌 Senior Process Associate - Customer Care (Chennai)
🏢 HCLTech
📍 Chennai