Contact Center Representative/Bengalore

Job Description

For international banking voice process Job title: Contact Center Representative Reporting to: Respective Managers Experience: 2+ years of experience in international voice Location: Devanahalli , Bangalore Department: Digital Operations/Contact Center Role Name: Analyst/ Sr. Analyst/ Process Analyst/ Sr. Process Analyst Digital Operations Grade: P1 and P2 We are seeking a highly skilled and customer-focused Banking Customer Support Representative to join our team. As the first point of contact for our US banking customers, you will provide exceptional service and support across multiple communication channels, including inbound and outbound calls. You will address banking-related inquiries, assist with account management, resolve issues, and ensure a positive customer experience by delivering timely, accurate, and efficient solutions. You must possess excellent communication skills with an American accent, as you will be serving US-based customers. A key part of your role will be maintaining compliance with banking regulations and policies while delivering outstanding service. Requirements: Education: Graduate ( mandatory) and PG (any specialization) Experience : 2+ years of experience in customer service, contact center. Comprehensive on-the-job training will be provided. Language Skills: Excellent communication skills with an American accent . Notice period: immediate Joiners or 15 days Work Hours: Flexible working in night shifts and rotational week offs. Location: Mandatory work from office. Team Culture : A supportive, dynamic environment where teamwork, learning, and customer satisfaction are top priorities. Domain Specific requirements: Ensure all customer interactions adhere to banking regulations and privacy laws such as GDPR (General Data Protection Regulation), KYC (Know Your Customer), and Anti-Money Laundering (AML) protocols. Provide support for account management services, such as Balance inquiries, Transaction details, Account statements, and information about banking products (e.g., loans, credit cards, mortgages, etc.). Guide customers through banking processes such as fund transfers, bill payments, and setting up automatic payments or recurring transactions. Build and maintain strong relationships with customers, helping and promoting bank products or services that best meet their needs. Familiarity with various banking products and services such as savings and checking accounts, loans, mortgages, credit cards, and digital banking platforms. Roles and responsibilities Customer Service: Handle inbound and outbound calls, inquiries in a friendly, professional, and efficient manner, primarily for US clients. Issue Resolution: Address customer concerns or issues effectively, ensuring that all inquiries are resolved in a timely manner while adhering to company guidelines. Documentation: Log all customer interactions accurately in the CRM system, including details of inquiries, issues, and resolutions for future reference. Escalation: Identify complex issues that require further attention and escalate them to the appropriate department or supervisor. Customer Retention: Actively engage with customers to enhance their experience and foster long-term relationships. Performance Metrics: Meet individual and team performance targets, including average handling time, customer satisfaction scores, and first-call resolution metrics. For further details Contact HR Ashwini - 7406193581 , Mail id - ashwini.s@mrtinfotech.com Hr Pushpa - 9701253560 Mail id -pushpa.sabari@mrtinfotech.com