Associate

Job Title: Customer Service Representative – Banking (Voice Support)

Location: Mumbai (Work from Office)

Employment Type: Full-time

Shift: 24/7 Rotational

Job Overview

We are looking for an articulate, customer-focused, and detail-oriented Banking Customer Service Agent to join our voice support team. In this role, you will serve as the primary point of contact for our banking customers, delivering exceptional inbound voice support. Your primary focus will be achieving high First Contact Resolution (FCR) and driving strong Customer Satisfaction (CSAT) scores by resolving account inquiries, technical issues, and transactional requests on the very first call with superior English fluency.

Key Responsibilities

• Inbound Call Handling: Receive inbound calls from customers regarding deposit accounts, credit cards, wire transfers, loans, and digital banking services.
• First Contact Resolution (FCR): Take end-to-end ownership of customer inquiries to resolve issues on the initial call, minimizing the need for follow-ups or call transfers.
• Driving CSAT Scores: Deliver courteous, empathetic, and efficient service to achieve and exceed individual and team Customer Satisfaction (CSAT) benchmarks.
• Communication: Maintain clear, concise, and professional verbal communication in fluent English, adapting seamlessly to diverse customer caller types.
• Security & Compliance: Adhere strictly to banking privacy regulations (e.g., KYC, AML, PCI-DSS) by verifying customer identity prior to disclosing confidential account information.
• System Navigation: Simultaneously engage with customers while accurately searching, updating, and documenting interaction logs across CRM and core banking systems.
• Root-Cause Troubleshooting: Proactively identify underlying issues behind complex customer inquiries to prevent recurring customer effort.

Key Performance Indicators (KPIs)

• CSAT: Consistently maintain a minimum Customer Satisfaction score of 85%+ (or equivalent internal rating) on post-call survey evaluations.
• FCR: Maintain a First Contact Resolution target of 80%+ by accurately resolving queries without escalating or requiring call-backs.
• Quality Assurance (QA): Maintain high adherence to voice tone, process accuracy, active listening, and compliance guidelines.
• Average Handle Time (AHT): Balance efficiency with service quality, ensuring thorough issue resolution without sacrificing customer experience.

Qualifications & Requirements

• Language Skills: Fluent spoken and written English (clear articulation, proper grammar, and strong active listening are essential).
• Education: High School Diploma / Graduate in any discipline (Finance, Business, or related fields preferred).
• Experience: 0–2+ years of customer service experience, ideally in a voice contact center or financial service environment with a proven track record of meeting CSAT/FCR metrics.
• Technical Skills: Basic computer literacy, fast typing skills, and comfortable navigating multi-screen banking software during active calls.
• Availability: Willingness to work rotational shifts / weekends / public holidays as required by operational needs.

Key Competencies & Soft Skills

• Problem Ownership & Empathy: A strong sense of urgency to fix problems right the first time while keeping the customer calm and reassured.
• Active Listening: The ability to pick up on subtle cues and extract key facts quickly to diagnose issue root causes without unnecessary repetition.
• Attention to Detail: High accuracy in logging call details and executing account updates correctly on the first attempt.