Role & responsibilities

- Handle inbound voice calls and emails regarding payment-related queries
- Act as the first point of contact (L1 & L2) , ensuring a professional and helpful experience
- Follow Standard Operating Procedures (SOPs) to diagnose, troubleshoot, and resolve routine payment issues
- Log, track, and manage support tickets/requests accurately in the case management system
- Provide timely status updates and follow-ups on open requests
- Identify issues that require escalation to L2/L3 teams and hand off with complete context
- Maintain accurate documentation of interactions, resolutions, and escalations
- Meet defined SLAs for response time, resolution time, and call quality
- Adhere to compliance, confidentiality, and regulatory requirements applicable to banking/payments data
- Will be handing a team of 5-8 people

Preferred candidate profile
- 7 -9 years years of experience in a voice-based customer support / BPO role (banking, payments,



or financial services preferred)
- Candidate should have prior experience in handling a team of 5-9 people .
- Strong verbal and written communication skills in English
- Basic understanding of payment systems (e.g., EFT, wire transfers, ACH, bill payments) is a plus
- Ability to follow structured SOPs and escalation matrices
- Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Zendesk) preferred
- Strong active listening and problem-solving skills
- Ability to multitask across calls, emails, and ticket update
- Comfortable working in a metrics-driven workplace (AHT, FCR, CSAT)
- Experience with CRM/ticketing systems specific to financial services
- Prior experience in a nightshift/international voice process role

Note :- We are looking for immediate joiners only .

📌 Team Lead& Voice Support | Payments | Bangalore (Bengaluru)
🏢 Cognizant
📍 Bengaluru