international banking process

Requirements:

• Minimum 1 year of BPO experience (international voice mandatory)
• Strong command over English (both verbal and written)
• Comfortable with rotational shifts
• Immediate joiners highly preferred

Job Responsibilities:

• Handle inbound and outbound calls related to UK-based insurance queries
• Assist customers with policy details, renewals, claims, payments, and endorsements
• Verify customer information and update policy records accurately
• Educate customers about insurance terms, benefits, and processes
• Provide first-call resolution and reduce repeat call volumes
• Document customer interactions, transactions, and feedback properly in CRM tools
• Maintain confidentiality of customer data and adhere to GDPR guidelines
• Escalate complex issues to the appropriate department or supervisor
• Meet or exceed defined KPIs like AHT, CSAT, Quality Score, and Attendance
• Collaborate with team members to meet daily/monthly performance targets
• Participate in team huddles, training sessions, and quality improvement plans
• Stay up-to-date on UK insurance products, policy changes, and regulations