US Banking Process

Key Responsibilities:

• Handle inbound/outbound calls or emails/chats for U.S. banking customers.
• Assist with queries related to account balances, transactions, credit/debit cards, online banking, loans, and fraud monitoring.
• Verify customer identity and maintain confidentiality and data protection at all times (adhering to US regulations like GLBA/FDCPA).
• Follow process scripts and compliance guidelines strictly.
• Escalate unresolved or complex queries to appropriate departments.
• Document every interaction accurately in the banking CRM system.
• Meet performance metrics including quality, accuracy, AHT (Average Handling Time), and CSAT (Customer Satisfaction Score).

Eligibility & Requirements:

• Education: Graduate in any discipline (preferred) or 12th pass with strong communication.
• Experience: Freshers are welcome; BPO or banking support experience is a plus.
• Must have excellent verbal and written English communication skills.
• Good knowledge of U.S. banking terminology is preferred (ACH, wire transfer, overdraft, etc.).
• Proficient in MS Office and comfortable working with CRM systems.
• Willingness to work in night shifts (U.S. hours) and rotational week-offs.

Preferred Skills:

• Familiarity with customer service tools (Salesforce, Zendesk, etc.).
• Prior experience in collections, fraud handling, or card support (advantageous).
• Good typing speed and email/chat etiquette (for non-voice roles).
• Ability to maintain composure and professionalism under pressure.