Process Domestic Banking Customer Service
Location – Bangalore, Whitefield (Client premise)
Work Timings – Any 9 hour shift between 8am - 8pm; 1 rotational off
Transportation – No
Mandatory Language Fluency – English & Hindi
Responsibilities:
Handle inbound customer calls and manage service emails per defined SLAs
Accurately authenticate customers and record interactions in CRM
Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
Follow schedule adherence and real-time instructions from RTA/WFM
Tag and update case dispositions; maintain email templates and tone guidelines
Adhere to information security, data privacy and KYC guidelines
Participate in training, nesting, and periodic re-certifications.
Knowledge/Experience:
Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics
Customer verification/KYC steps; awareness of compliance dos & don'ts
Standard call/email handling SOPs; complaint & escalation handling.
Technical Skills:
ACD/EPBX and softphone usage; ticketing/CRM systems
MS Office (Outlook, Excel basics), email etiquette tools/templates
Typing speed 35+ wpm; accuracy in data entry.
Competencies:
Transparent communication (English/Hindi); vernacular advantage
Empathy, patience, problem solving
Attention to detail and process discipline
Resilience under volume spikes; teamwork