Hiring For International Banking Voice Process

Expert Staffing Solutions New Delhi; Gurugram District; On-site; INR 260,000 - 360,000; Full time

Job summary

Expert Staffing Solutions New Delhi is seeking an experienced professional for an international banking voice process based in India. The role focuses on handling customer calls related to US banking accounts, addressing payments, escrow, loan servicing, and billing queries with a strong emphasis on accuracy and compliance.

The candidate should possess excellent verbal communication, strong banking knowledge, and the ability to resolve issues efficiently.

Qualifications

• Minimum 1 year of experience in an international banking voice process.
• Good knowledge of banking operations.
• Strong understanding of mortgage servicing, loan processing, escrow, and payment handling.
• Excellent verbal communication and customer service skills.
• Ability to handle customer concerns professionally and efficiently.
• Good analytical and problem-solving skills.
• Proficient in using CRM tools and Microsoft Office applications.
• Willingness to work in rotational/night shifts.

Responsibilities

• Handle inbound and outbound customer calls related to US Banking accounts.
• Assist customers with payments, escrow, loan servicing, account inquiries, and billing issues.
• Provide accurate information on loan status, payment options, and policies.
• Resolve customer queries while ensuring high-quality customer service and first-call resolution.
• Maintain customer records and document all interactions accurately in the system.
• Follow compliance guidelines and banking regulations applicable to the industry.
• Escalate complex issues to the appropriate departments when required.
• Meet service level agreements (SLAs), quality standards, and productivity targets.

Skills

Verbal communication

Customer service

Analytical thinking

Problem solving

Tools

CRM tools

Microsoft Office

Job description

Role & responsibilities

• Handle inbound and outbound customer calls related to US Banking accounts.
• Assist customers with payments, escrow, loan servicing, account inquiries, and billing issues.
• Provide accurate information on loan status, payment options, and policies.
• Resolve customer queries while ensuring high-quality customer service and first-call resolution.
• Maintain customer records and document all interactions accurately in the system.
• Follow compliance guidelines and banking regulations applicable to the industry.
• Escalate complex issues to the appropriate departments when required.
• Meet service level agreements (SLAs), quality standards, and productivity targets.

Preferred candidate profile

• Minimum 1 year of experience in an international banking voice process.
• Good knowledge of banking operations.
• Strong understanding of mortgage servicing, loan processing, escrow, and payment handling.
• Excellent verbal communication and customer service skills.
• Ability to handle customer concerns professionally and efficiently.
• Good analytical and problem-solving skills.
• Proficient in using CRM tools and Microsoft Office applications.
• Willingness to work in rotational/night shifts.