About the role
1.Responsibilities:
- ·Handle inbound customer calls and manage service emails per defined SLAs
- ·Accurately authenticate customers and record interactions in CRM
- ·Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
- ·Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
- ·Follow schedule adherence and real-time instructions from RTA/WFM
- ·Tag and update case dispositions; maintain email templates and tone guidelines
- ·Adhere to information security, data privacy and KYC guidelines
- ·Participate in training, nesting, and periodic re-certifications.