Direct Banking Voice Process/ non Voice Process

Voice Process – Key Responsibilities:

• Handle inbound/outbound customer calls regarding banking services such as balance inquiries, fund transfers, transaction issues, card activations, and KYC updates.
• Provide accurate information and solutions while maintaining professionalism and data confidentiality.
• Escalate complex issues to the appropriate banking department as needed.
• Follow up on unresolved queries and ensure timely closure.
• Meet call handling, quality, and customer satisfaction targets.

Non-Voice Process – Key Responsibilities:

• Respond to customer queries through email and/or chat regarding account statements, loan information, card services, and more.
• Accurately update and maintain customer data in banking systems.
• Ensure adherence to turnaround time (TAT) and quality benchmarks.
• Identify errors or suspicious activity and escalate as per compliance policies.
• Maintain a high level of data accuracy and security.

Eligibility & Requirements:

• Qualification: Minimum HSC / Graduate in any stream (Commerce or Finance preferred).
• Freshers and experienced candidates are welcome.
• Good communication skills:
• Voice: Fluent spoken English/Hindi or regional language.
• Non-Voice: Strong written English with good grammar and typing speed (30–40 WPM).
• Basic knowledge of banking products and services.
• Familiarity with MS Office and data entry systems.
• Willingness to work in rotational shifts (including night shifts and weekends).

Preferred Skills:

• Prior experience in banking, financial services, or customer support (BPO).
• Knowledge of banking regulations and data privacy.
• Strong attention to detail, customer empathy, and problem-solving skills.