Customer Service Agent

Job Title: Customer Service Agent (Banking)

Position Summary

We are looking for a Customer Service Executive with relevant experience in the banking industry to become part of our team. The successful candidate will be tasked with addressing customer inquiries, providing effective solutions, and ensuring a positive banking experience. This position demands excellent communication skills, adept problem-solving capabilities, and a solid understanding of banking products and procedures.

This is a 12-month contract contingent upon performance, with the possibility of transitioning to a permanent role.

Shifts will be on a 24/7 rotational basis.

Primary Responsibilities

- Customer Engagement: Manage both inbound and outbound communications via calls, emails, and face-to-face inquiries regarding banking services.

- Account Management: Support customers with account openings, KYC updates, deposits, withdrawals, and loan requests.

- Problem Resolution: Handle customer complaints, rectify service-related issues, and escalate complex cases to appropriate departments.

- Product Expertise: Deliver precise information concerning banking products, including savings accounts, credit cards, loans, and digital banking solutions.

- Compliance: Uphold adherence to RBI regulations, internal policies, and data security protocols.

- Customer Retention: Ensure high service quality standards while contributing to customer loyalty.

- Technology Utilization: Employ CRM systems, core banking software, and digital tools to facilitate customer interactions.

Essential Skills & Qualifications

- A Bachelor's degree, preferably in Commerce, Finance, or Business Administration.

- 2–4 years of experience in customer service within the banking or financial services sector.

- Comprehensive knowledge of retail banking products and processes.

- Outstanding communication skills, both verbal and written.

- Capability to work under pressure and professionally resolve conflicts.

- Proficiency in MS Office and banking software applications.

- Strong problem-solving abilities and interpersonal skills.