Banking Operations Senior Associate

NTT DATA North America; Gurugram District; Remote; INR 300,000 - 420,000; Full time

Job summary

A leading technology services company is seeking a Customer Support Executive for chat support related to Canadian credit card accounts. The ideal candidate will have experience in the BFSI sector, with strong written English communication skills and a customer-centric approach. Key responsibilities include handling live chat inquiries, documenting conversations, and maintaining compliance with Canadian banking regulations. This position requires the ability to work in rotational night shifts aligned with US time zones and offers a dynamic working environment.

Qualifications

• 1–3 years of experience in international chat process (preferably BFSI).
• Experience in credit card or banking operations.
• Strong written English communication skills.
• Good typing speed (minimum 30–35 WPM preferred).
• Willingness to work in night shifts (US time zone support).
• Familiarity with CRM systems and ticketing tools.
• Willingness to work in night shifts (US time zone support).

Responsibilities

• Handle customer interactions via live chat in a professional and timely manner.
• Address queries related to credit card accounts.
• Accurately document customer conversations in CRM systems.
• Participate in refresher trainings and process updates.
• Clarify interest and fee details.
• Process refunds (if applicable).
• Follow up on dispute status.
• Process account closure requests.
• Respond to various general customer inquiries.
• Accurately document customer conversations in CRM systems.
• Meet defined KPIs: AHT, CSAT, Quality & Compliance scores, Productivity metrics.
• Maintain strict adherence to Canadian banking compliance requirements, PCI‑DSS guidelines, data privacy and confidentiality standards.
• Escalate complex cases to supervisors or relevant internal teams.
• Participate in refresher trainings and process updates.

Skills

Excellent written communication and grammar

Strong customer handling and conflict resolution skills

Attention to detail and accuracy

Ability to manage multiple chats simultaneously

Basic understanding of financial terminology

Analytical thinking and problem-solving ability

Education

Graduate (preferred)

Tools

CRM systems

Ticketing tools

Job description

Job Title

Customer Support Executive – Chat Process (Canadian Credit Card)

Location

India (Offshore –Non-Voice Contact Center)

Shift

10 hours of Rotational shifts (aligned to US time zones)

Role Overview

The Customer Support Executive will handle chat-based interactions for Canadian credit card customers with their queries pertaining to credit card accounts, address change or other miscellaneous issues. The role involves assisting customers with account inquiries, statements, outstanding balances, settlements, disputes, documentation requests, and general post‑closure support while ensuring compliance with Canadian banking regulations and data privacy standards. This, being live chat, is a fast‑paced environment.

Key Responsibilities

• Handle customer interactions via live chat in a professional and timely manner.
• Address queries related to credit card accounts.
• Process statements and outstanding balances.
• Process payments and settlements.
• Clarify interest and fee details.
• Process refunds (if applicable).
• Follow up on dispute status.
• Process account closure requests.
• Respond to various general customer inquiries.
• Accurately document customer conversations in CRM systems.
• Meet defined KPIs: AHT, CSAT, Quality & Compliance scores, Productivity metrics.
• Maintain strict adherence to Canadian banking compliance requirements, PCI‑DSS guidelines, data privacy and confidentiality standards.
• Escalate complex cases to supervisors or relevant internal teams.
• Participate in refresher trainings and process updates.

Eligibility Criteria

• Graduate (preferred).
• 1–3 years of experience in international chat process (preferably BFSI).
• Experience in credit card or banking operations.
• Strong written English communication skills.
• Good typing speed (minimum 30–35 WPM preferred).
• Familiarity with CRM systems and ticketing tools.
• Willingness to work in night shifts (US time zone support).

Required Skills

• Excellent written communication and grammar.
• Strong customer handling and conflict resolution skills.
• Attention to detail and accuracy.
• Ability to manage multiple chats simultaneously.
• Basic understanding of financial terminology.
• Analytical thinking and problem‑solving ability.

Preferred Skills

• Experience in Canadian banking or credit card processes.
• Knowledge of collections or closed account servicing.
• Exposure to regulatory environments (OSFI, PIPEDA awareness – preferred but not mandatory).

Key Competencies

• Customer‑centric approach.
• Compliance orientation.
• Emotional intelligence.
• Time management.
• Adaptability.

Performance Metrics

• Quality Score ≥ 90%
• CSAT as per business target
• Adherence to schedule ≥ 95%
• Error‑free documentation