Contact Center Agent

Kredit.Pe; Bengaluru; On-site; INR 290,000 - 446,000; Full time

Job summary

Kredit.Pe in Bengaluru is hiring a customer-first Contact Centre executive to resolve credit card, UPI and loan queries across voice, chat and email, and learn fintech from the inside.

You will handle calls, chats and emails, authenticate callers, de-escalate issues, log interactions in the CRM, and follow approved templates with personalisation.

Qualifications

• Minimum 1 year of contact centre experience in banking, NBFC, payments or fintech.
• Hands-on experience across voice, chat and email channels.
• Willingness to work 6 days a week with rotating shifts, including weekends and public holidays.
• English proficiency; knowledge of two regional languages (Kannada, Tamil, Telugu or Malayalam) is preferred.

Responsibilities

• Handle inbound/outbound calls: credit card applications, statements, activations, UPI, payments and loan queries.
• Manage 3–5 concurrent live chats with accurate, timely responses and template-driven personalisation.
• Respond to customer emails within defined turnaround time with clear, business English.
• Log every interaction in the CRM, track status and escalate per the escalation matrix.
• Identify fraud indicators and route to fraud/risk teams as needed.

Skills

Customer service

Communication

Problem solving

Multichannel support

Tools

Zoho

Freshdesk

Zendesk

Job description

Kredit. Pe is looking for curious, customer-first Contact Centre executives who want to build a long-term career in fintech. You will resolve credit card, UPI payment, and loan queries across voice, chat, and email, and also learn how digital payments work from the inside. If you enjoy solving problems, picking up new products quickly, and asking "why" behind every customer issue, this role is built for you.

Requirements:

• Learn fintech end-to-end: Hands-on exposure to credit cards, UPI, digital lending, KYC and fraud prevention.
• Structured learning: Product and process training at onboarding, plus regular refreshers as new products launch.
• Coaching, not just monitoring: Weekly coaching to sharpen your communication and problem-solving.
• Visible growth path: Performers move into Senior Agent, Quality Analyst, Process Design, Trainer or Team Leader roles.
• Your ideas count: Frontline insights on customer pain points feed directly into product and process improvements.

Voice:

• Handle inbound and outbound calls on credit card applications, statements, card activation/blocking, UPI and payment failures, loan queries and refunds.
• Authenticate every caller per bank security protocols before sharing account information.
• Handle escalated and dissatisfied customers calmly; de-escalate and resolve on first contact wherever possible.

Chat:

• Manage 3-5 concurrent live chats with accurate, well-written and timely responses.
• Follow approved templates while personalising replies to each customer's issue.

Email:

• Respond to customer emails within the defined turnaround time (TAT) in clear, grammatically correct business English.
• Draft resolution emails for complaints, disputes, chargebacks and service requests.

Across all channels:

• Log every interaction, disposition, and ticket accurately in the CRM.
• Raise and track service requests and complaints until closure; escalate per the escalation matrix.
• Identify fraud indicators (phishing, account takeover, suspicious transactions) and route them immediately to the fraud/risk team.
• Meet KPIs: AHT, FCR, CSAT/NPS, quality score, TAT and schedule adherence.
• Cross-sell or up-sell relevant products (credit cards, loans) where the process requires it.
• Keep learning: stay current on new products, process updates and regulatory guidelines, and share recurring customer issues with your team lead.

Requirements:

• Minimum 1 year of contact centre experience in a banking, NBFC, payments or fintech process.
• Hands-on experience in all three channels: voice, chat and email.
• Willingness to work 6 days a week with a rotational off and rotational shifts, including weekends and public holidays.

Preferred:

• Knowledge of banking products: credit cards, UPI payments, loans, wallets and fixed deposits.
• Exposure to KYC, dispute/chargeback handling, collections or fraud-alert processes.
• Working knowledge of CRM and ticketing tools (Zoho, Freshdesk, Zendesk or similar).
• Proficiency in any 2 of Kannada, Tamil, Telugu or Malayalam, in addition to English.