Job Summary

The role is responsible for understanding customer requirements, providing accurate information, resolving routine queries, documenting interactions, and escalating complex or sensitive matters in accordance with approved procedures, regulatory requirements, and service standards

Key Responsibilities

• Handle inbound and/or outbound customer calls professionally and in line with approved call flows.
• Understand customer requests through active listening and provide clear, accurate information on banking products, services, transactions, and procedures.
• Support routine queries relating to accounts, cards, payments, loans, service requests, statements, and digital banking, within the assigned process scope.
• Authenticate customers and follow defined security, data privacy, and confidentiality requirements before disclosing account information or processing requests.
• Record complete and accurate call notes, customer details, case outcomes, and follow-up actions in the relevant systems.
• Resolve eligible requests at the first point of contact and escalate complaints, suspected fraud, vulnerable-customer concerns, or complex cases through the correct channel.
• Follow standard operating procedures, scripts, quality guidelines, regulatory controls, and client policies.
• Meet assigned service, quality, productivity, schedule-adherence, and customer-experience targets.
• Complete all mandatory training, knowledge assessments, coaching sessions, and process certifications within agreed timelines.

Participate in team huddles and share recurring customer issues or improvement opportunities with the Team Leader

Skill Requirements

• Bachelor’s degree in any discipline; Commerce, Finance, Banking, Economics, or Business Administration is preferred.
• Fresh graduates and candidates with up to one year of customer service or voice-process experience may apply.
• Basic knowledge of banking products and customer service principles is desirable but not mandatory.

Proficiency in English is required; additional regional or international language capability may be preferred based on process needs

Other Requirements

• Clear verbal communication, appropriate pronunciation, and professional telephone etiquette.
• Active listening, questioning, comprehension, and customer-handling skills.
• Customer-focused approach with patience, empathy, ownership, and a solution-oriented mindset.
• Ability to remain calm and courteous while handling difficult conversations or complaints.
• Good attention to detail and ability to enter information accurately while speaking with customers.
• Basic computer literacy, including familiarity with email, MS Office, and web-based applications.
• Ability to learn banking processes, systems, and compliance requirements quickly.

Teamwork, adaptability, integrity, punctuality, and openness to feedback.

• Willingness to work from the office including evenings weekends, or public holidays, as required by the account.
• Ability to work in a structured, target-driven contact-centre environment.

Readiness to comply with attendance, schedule-adherence, information-security, and workplace policies