CUSTOMER SUPPORT BANKING PROCESS

Vrinda International; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

Vrinda International is seeking a Customer Support Specialist for its IT Services division, focusing on the Banking sector. You will be the primary point of contact for clients, resolving inquiries with accuracy and empathy while maintaining service standards.

Ideal candidates bring experience in voice-based support within financial services, excellent communication, active listening, and the ability to document interactions precisely to support data integrity and productivity targets.

Qualifications

• Experience in voice-based customer support, preferably banking.
• Strong verbal communication and clarity.
• Excellent listening skills to understand customer needs.
• Ability to document interactions accurately and maintain data integrity.

Responsibilities

• Serve as the first line of defense for banking queries.
• Listen actively to diagnose issues and provide real-time solutions.
• Document all interactions with precision for future reference.
• Maintain QA standards and productivity targets while managing calls.
• Resolve complex complaints using banking processes and regulations.
• Maintain a professional and empathetic tone during voice interactions.

Skills

Voice-based support

Banking knowledge

Excellent communication

Active listening

Problem solving

Documentation skills

Job description

Job Description:

Summary

We are seeking a dedicated professional to join our IT Services division as a Customer Support Specialist focused on the Banking sector. This pivotal role serves as the primary point of contact for clients, ensuring seamless resolution of inquiries while upholding the high standards of service expected in financial operations. The ideal candidate will leverage strong communication abilities and a solid understanding of banking protocols to manage inbound calls, troubleshoot issues, and maintain productivity metrics, ultimately contributing to customer satisfaction and operational efficiency.

Responsibilities

• Serve as the first line of defense for incoming banking-related queries, providing accurate and timely information to clients.
  
• Actively listen to customer concerns to diagnose issues and implement effective solutions in real-time.
  
• Document all customer interactions and case details with precision to ensure data integrity and future reference.
  
• Adhere to strict quality assurance standards and productivity targets while managing call volume.
  
• Resolve complex customer complaints by applying comprehensive knowledge of banking processes and regulations.
  
• Maintain a professional and empathetic tone during all voice-based interactions to enhance the customer experience.
  

Requirements

• Proven experience in a voice-based customer support environment, preferably within the banking or financial services industry.
  
• Exceptional verbal communication skills with the ability to articulate information clearly and concisely.
  
• Strong active listening capabilities to fully understand customer needs and underlying issues.
  
• Demonstrated proficiency in problem-solving techniques and conflict resolution.
  
• Familiarity with call documentation tools and the ability to maintain accurate records.
  
• In-depth knowledge of banking processes, products, and compliance requirements.
  
• Ability to manage time effectively to meet quality and productivity benchmarks.