1. Job Purpose To deliver excellent customer service by acting as the first point of contact, resolving queries, delivering high-quality service across retail savings and mortgage servicing while ensuring compliance with regulatory standards and keeping customer at the heart of everything. Build trust by resolving queries, handling complaints, and offering solutions tailored to customer needs.
2. Core Responsibilities
- Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.
- Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is especially susceptible to harm receive good outcomes - identify, understand the impact and provide adequate support.
- Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt resolution.
- Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity to Finance crime for further investigation and guidance.
- Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow, customer journey and service quality.
- Training & Development: Complete mandatory training modules and attestations on time, staying updated on industry regulations and best practices.
- Proactive approach to invest on self-development aligned to the career goal.
- Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.
- Active participation in team engagement and CSR activities initiated by the team or people engagement group.
- Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.




- To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc.,
- Work flexibly - shift-based environments and weekend work.
- Maintain compliance with OSB policies, procedures, and regulatory standards.
- Identify the opportunities for training and communicate the same to the Mentor/Team Leader.

Hygiene :

- To receive work allocation notification & process the case as per defined process.
- Participate in knowledge Management programs and take active role in building empowered team (like maintaining individual query logs, issue logs, failed cases log etc.,).

1. Experience Requirements

- 18 -24 months previous experience working in an international call centre environment and servicing overseas customers is essential
- Prior experience in customer service, sales or collections is highly valued
- Background in banking, retail, or contact centre environments is advantageous
- Demonstrated ability to thrive in fast-paced, high-pressure settings

- Knowledge Requirements

- Strong understanding of customer service principles and professional communication
- Awareness of banking products and services (current accounts, savings, loans, digital banking etc.,) is desirable
- Knowledge of regulatory requirements and customer protection standards
- Familiarity with digital tools and platforms used in modern banking (MS Office, CRM, Five 9 telephony system etc.,) is desirable

- Required Qualifications/Certifications

- Minimum of secondary education
- Proficiency in English communication (written and spoken)
- Qualified certifications in banking or customer service are beneficial but not mandatory viz BCOBS, MCOBS etc.,

📌 Mortgage Customer Retention Officer Ind (Bengaluru)
🏢 OSB Group
📍 Bengaluru