Senior Process Associate - Customer Care
India
Job Description
Senior Process Associate - Customer Care
Noida, Uttar Pradesh
Job Summary
The role is responsible for delivering exceptional customer service, resolving complex customer queries, ensuring compliance with banking regulations, and supporting customers across a range of business and commercial banking products and services.
The ideal candidate should have strong communication skills, a solid understanding of corporate and commercial banking operations, and the ability to handle customer interactions with professionalism, accuracy, and empathy
Key Responsibilities
Customer Service & Relationship Management
- Handle inbound and outbound customer interactions for Business Banking customers.
- Provide accurate information regarding banking products, services, accounts, payments, and transactions.
- Resolve customer queries and complaints within defined service levels.
- Deliver a positive customer experience through professional and customer-centric communication.
- Identify customer needs and provide appropriate solutions while adhering to bank policies and procedures.
Business Banking Operations
- Support customers across business current accounts, payments, treasury-related enquiries, digital banking platforms, and commercial banking services.
- Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries.
- Ensure accurate documentation and completion of customer requests.
Performance & Quality
- Meet and exceed key performance indicators including:
- Customer Satisfaction (CSAT/CES)
- Quality Scores
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Schedule Adherence
- Productivity Metrics
- Maintain high standards of call quality and customer interaction.
Participate in coaching, quality reviews, and knowledge refreshers
Skill Requirements
Education
- Bachelor's Degree from a recognized university.
Experience
- Minimum 1.5 years of experience in voice-based customer service/contact centre operations.
- Mandatory experience in Corporate Banking and Commercial Banking operations.
- Experience within Business Banking, Financial Services, or Banking Contact Centre environments is essential.
- Experience handling international banking customers will be an added advantage.
Knowledge & Skills
- Strong understanding of:
- Business Banking products and services
- Corporate Banking operations
- Commercial Banking processes
- Banking regulations and compliance requirements
- Excellent verbal and written communication skills.
- Strong problem-solving and customer handling capabilities.
- Ability to manage difficult customer conversations professionally.
- Good analytical and decision-making skills.
Proficiency in CRM systems and banking applications
Other Requirements
Preferred Competencies
- Customer Focus
- Ownership & Accountability
- Attention to Detail
- Team Collaboration
- Effective Communication
- Problem Solving
- Adaptability
- Compliance Mindset
Information at a Glance