Roles and Responsibilities :

- Handle international calls from clients across various countries, providing exceptional customer service and resolving their queries efficiently.

- Process international transactions, handle complaints, and escalate issues to senior representatives when necessary.

- Maintain accurate records of all interactions with customers using CRM software for future reference.

- Meet performance targets set by the company, including quality metrics such as first-call resolution rate and average handling time.

Job Requirements :

- 1-5 years of experience in an international BPO or call center workplace.

- Proficiency in handling international voice processes, including accents and dialects common in different regions.

- Strong understanding of international processes and procedures related to banking industry.

Qualifications

- 1–3 years of experience.

- Graduate degree, preferably in Commerce.

- Experience in the 401(k) industry.

- ASPPA certification will be an advantage.

- Strong attention to detail.

- Strong client focus and the ability to develop relationships with internal and external clients.

- Comfortable working in high-volume situations with time constraints.

- Strong problem-resolution and time-management skills.

- Working knowledge of navigating a laptop, including Microsoft Office.

Competencies, Duties and Responsibilities

- Process client transaction requests and review transactions for accuracy, completeness, and adherence to all internal and external regulations.





- Partner with the Client Associate to work through complex processing issues and ensure timely completion.

- Develop a working knowledge of the client’s processing systems, group policies, and procedures.

- Build transaction-processing knowledge with the goal of demonstrating full proficiency in all brokerage and mutual fund functions designated under the respective training path. Maintain a balance between quality and productivity to meet department standards.

- Stay current with procedural updates and technology enhancements. Adhere to standard workflows and actively suggest process improvements. Efficiently leverage online resources to independently address challenges.

- Communicate verbally and in writing with clients to clarify incomplete or invalid paperwork. Work collaboratively to resolve complex processing issues and demonstrate urgency and accountability in completing requests on time.

- Participate in discussions on individual and team targets during team meetings and consistently update personal goals in a timely manner. Be comfortable being visible on camera in team settings.

- Provide necessary reporting, quality-assurance responses, internal-audit responses, and relevant paperwork as requested by the client’s Compliance, Global Security, or Assignment Leader. Maintain department standards for quality and productivity.

- Work collaboratively with peers and management in a strong team environment.

- Meet with the Manager to discuss performance, business trends, and issues impacting the team.

- Participate in special projects and perform other duties as assigned.

📌 International Customer voice support (Bengaluru)
🏢 Naukri E-hire Campaign
📍 Bengaluru