Banking Operation

Role Purpose

To independently process and validate banking operations requests, support quality checks, identify defects, provide feedback inputs, and manage routine exceptions across servicing, fulfillment, cards, lending, asset finance, and regulatory QA-support activities.

Key Responsibilities

• Process assigned banking back-office cases independently within SOP, SLA, and quality expectations.
• Validate customer instructions, account details, documents, mandates, product records, approvals, and case categorization before performing updates or routing.
• Collect samples and perform quality checks where assigned; identify errors and share clear feedback inputs with the concerned processor / CSR through approved channels.
• Support calibration sessions, quality standard maintenance, and defect trend identification for assigned work types.
• Handle routine exceptions such as missing documents, incorrect queues, unclear instructions, duplicate requests, dealer / RM queries, or customer record mismatches.
• Maintain trackers for completed work, pending cases, rejected items, clarifications, and escalations.
• Highlight potential SLA risk, aged cases, recurring errors, process ambiguity, and training gaps to the Team Leader.
• Support new joiners on basic process navigation and share learning from quality feedback.

Education, Experience and Certifications

• Graduate in any stream; Commerce / Finance / Banking preferred.
• 1-2 years of relevant banking operations, cards, lending, servicing, fulfilment, QA, or BPO back-office experience.
• Preferred exposure to banking fraud, cards dispute, chargeback, credit card, or lending back-end operations depending on LOB alignment.
• Typing ability: 30+ WPM preferred with 95% accuracy aspiration after process certification.

Domain Knowledge and Process Exposure

• Working knowledge of banking products and servicing requests, including accounts, cards, payments, lending, asset finance, and customer amendments.
• Understanding of validation, verification, maker-checker controls, evidence capture, and workflow queue management.
• Ability to identify defects in customer / product / document data and distinguish between processable and non-processable cases.
• Awareness of risk triggers such as missing approvals, mandate mismatch, potential fraud, expired documents, duplicate processing, and SLA breach risk.

Technical / System Skills

• MS Excel for basic tracking, filters, lookups, and productivity / quality reports.
• MS Outlook / Teams for professional communication, escalation, and calibration participation.
• Working ability to use client workflow applications, document repositories, mailboxes, and queue management tools after training.
• Good English comprehension for interpreting instructions and drafting concise case notes.

Core Competencies

• Knowledge: Banking operations knowledge; validation and verification knowledge; quality awareness; regulatory adherence.
• Skills: Analytical thinking; issue identification; communication; feedback articulation; MS Office skills; attention to detail.
• Attributes: Ownership; resilience; adaptability; teamwork; proactivity; customer outcome focus.

Key Performance Indicators

• Accuracy / quality score and defect avoidance.
• Daily productivity and SLA adherence against assigned work basket.
• Timeliness of escalations and closure of clarification items.
• Quality sampling completion and feedback effectiveness where applicable.
• Calibration participation, training completion, and compliance adherence.

Risk, Controls and Compliance Expectations

• Ensure customer / client information is processed only through authorized systems and repositories.
• Follow maker-checker, approval, and escalation rules for all changes, fulfillment actions, and QA outcomes.
• Maintain audit-ready notes, document references, and evidence of validation performed.
• Escalate repeated errors, risky instructions, potential data breaches, fraud indicators, or unclear SOP gaps.

Hiring Assessment Focus

• Banking process scenario test covering validation, defect identification, and escalation judgment.
• Excel / reporting basics test.
• Written communication test using a case clarification scenario.
• Quality mindset interview covering accuracy, feedback, and calibration discipline.
• Experience validation for relevant banking / cards / lending / fulfillment exposure.