Customer Service Agent

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 guid elines

·Adhere to information security, data privacy and KYC guidelines

·Participate in training, nesting, and periodic re-certifications.