Banking Voice & Non Voice Process

Roles and Responsibilities:

• Handle inbound and outbound customer calls in a professional and courteous manner
• Resolve customer queries, issues, and complaints effectively and promptly
• Provide accurate information about products/services, company policies, and procedures
• Record all interactions and follow-up actions in the CRM system
• Meet individual and team performance metrics (e.g., call handling time, customer satisfaction)
• Escalate unresolved or complex queries to the appropriate departments
• Stay up-to-date with product knowledge, system updates, and process changes
• Maintain a positive and empathetic attitude toward customers at all times
• Ensure compliance with company standards, security policies, and confidentiality agreements
• Work in rotational shifts, including weekends and holidays if required