US Banking Process

0 - 5 years

4 - 7 Lacs

Posted:3 weeks ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

  • Handle inbound/outbound calls or emails/chats for U.S. banking customers.
  • Assist with queries related to account balances, transactions, credit/debit cards, online banking, loans, and fraud monitoring.
  • Verify customer identity and maintain confidentiality and data protection at all times (adhering to

    US regulations like GLBA/FDCPA

    ).
  • Follow process scripts and compliance guidelines strictly.
  • Escalate unresolved or complex queries to appropriate departments.
  • Document every interaction accurately in the banking CRM system.
  • Meet performance metrics including quality, accuracy, AHT (Average Handling Time), and CSAT (Customer Satisfaction Score).

Eligibility & Requirements:

  • Education: Graduate in any discipline (preferred) or 12th pass with strong communication.
  • Experience: Freshers are welcome; BPO or banking support experience is a plus.
  • Must have

    excellent verbal and written English communication skills

    .
  • Good knowledge of U.S. banking terminology is preferred (ACH, wire transfer, overdraft, etc.).
  • Proficient in MS Office and comfortable working with CRM systems.
  • Willingness to work in

    night shifts (U.S. hours)

    and rotational week-offs.

Preferred Skills:

  • Familiarity with customer service tools (Salesforce, Zendesk, etc.).
  • Prior experience in

    collections, fraud handling, or card support

    (advantageous).
  • Good typing speed and email/chat etiquette (for non-voice roles).
  • Ability to maintain composure and professionalism under pressure.

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