Job description

Role & responsibilities

- Handle inbound voice calls and emails regarding payment-related queries
- Act as the first point of contact (L1) , ensuring a skilled 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

Preferred candidate profile

- 2-5 years years of experience in international voice and Email based customer support / BPO role (banking,



payments, or financial services preferred)

- Strong verbal and written communication skills in English

- Experience in payment systems (e.g., EFT, wire transfers, ACH, bill payments) is mandatory

- 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 updates
- Comfortable working in a metrics-driven environment (AHT, FCR, CSAT)

- Willingness and flexibility to work night/rotational shifts aligned to Canadian business hours

Note :-we are looking for only immediate joiners or candidates having 30 days of max notice period .

📌 Voice Support Analyst | Payments | Bangalore (Bengaluru)
🏢 Cognizant
📍 Bengaluru