Job Title

Customer Support Executive - Chat Process (Canadian Credit Card)

Location

India (Offshore -Non-Voice Contact Center)

Shift

10 hours of Rotational shifts (aligned to US time zones)

Role Overview

The Customer Support Executive will handle chat-based interactions for Canadian credit card customers with their queries pertaining to credit card accounts, address change or others miscellaneous issues. The role involves assisting customers with account inquiries, statements, outstanding balances, settlements, disputes, documentation requests, and general post-closure support while ensuring compliance with Canadian banking regulations and data privacy standards. This, being live chat, is a fast-paced environment.

Key Responsibilities

Handle customer interactions via live chat in a professional and timely manner
Address queries related to:

credit card accounts
statements and outstanding balances
Payments and settlements
Interest and fee clarifications
Refunds (if applicable)
Dispute status follow-ups
Account Closure requests
Various general customer inquires

Ensure accurate documentation of customer conversations in CRM systems
Meet defined KPIs:

AHT (Average Handle Time)
CSAT (Customer Satisfaction)
Quality & Compliance scores
Productivity metrics

Maintain strict adherence to:

Canadian banking compliance requirements
PCI-DSS guidelines
Data privacy and confidentiality standards

Escalate complex cases to supervisors or relevant internal teams
Participate in refresher trainings and process updates

Eligibility Criteria

Graduate (preferred)
1-3 years of experience in:

International chat process (preferably BFSI)
Credit card or banking operations

Strong written English communication skills
Good typing speed (minimum 30-35 WPM preferred)
Familiarity with CRM systems and ticketing tools
Willingness to work in night shifts (US time zone support)

Required Skills

Excellent written communication and grammar
Strong customer handling and conflict resolution skills
Attention to detail and accuracy
Ability to manage multiple chats simultaneously
Basic understanding of financial terminology
Analytical thinking and problem-solving ability

Preferred Skills

Experience in Canadian banking or credit card processes
Knowledge of collections or closed account servicing
Exposure to regulatory environments (OSFI, PIPEDA awareness - preferred but not mandatory)

Key Competencies

Customer-centric approach
Compliance orientation
Emotional intelligence
Time management
Adaptability

Performance Metrics

Quality Score 90%
CSAT as per business target
Adherence to schedule 95%
Error-free documentation

Banking Operations Analyst