Handle inbound/outbound customer calls regarding banking services such as balance inquiries, fund transfers, transaction issues, card activations, and KYC updates.
Provide accurate information and solutions while maintaining professionalism and data confidentiality.
Escalate complex issues to the appropriate banking department as needed.
Follow up on unresolved queries and ensure timely closure.
Meet call handling, quality, and customer satisfaction targets.
Non-Voice Process Key Responsibilities:
Respond to customer queries through email and/or chat regarding account statements, loan information, card services, and more.
Accurately update and maintain customer data in banking systems.
Ensure adherence to turnaround time (TAT) and quality benchmarks.
Identify errors or suspicious activity and escalate as per compliance policies.
Maintain a high level of data accuracy and security.
Eligibility & Requirements:
Qualification: Minimum HSC / Graduate in any stream (Commerce or Finance preferred).
Freshers and experienced candidates are welcome.
Good communication skills:
Voice: Fluent spoken English/Hindi or regional language.
Non-Voice: Strong written English with good grammar and typing speed (3040 WPM).
Basic knowledge of banking products and services.
Familiarity with MS Office and data entry systems.
Willingness to work in rotational shifts (including night shifts and weekends).
Preferred Skills:
Prior experience in banking, financial services, or customer support (BPO).
Knowledge of banking regulations and data privacy.
Strong attention to detail, customer empathy, and problem-solving skills.
