US Banking Process

Creative Hands Hr

0 - 5 years

4 - 7 Lacs

Hyderabad Telangana India

Posted:3 weeks ago| Platform: Foundit logo

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Skills Required

Collections fraud handling Crm Outbound Calls Compliance

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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