Agent-inbound voice/email//(BFSI preferred)

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