International Banking Voice Process(Bangalore)

Shell Infotech; Bengaluru; On-site; INR 495,000 - 605,000; Full time

Benefits offered by this job

Cab facility (night shifts)

Free night transport for women

Night shift charges for men 75 perTrip

Job summary

Shell Infotech in Bengaluru invites a Customer Support Associate (voice) to handle international bank customer queries via inbound calls. You will verify customer information, assist with account services, and resolve payment issues while maintaining security procedures.

The role requires 1 year of international banking voice experience, strong communication, and ability to work night shifts in a high-volume environment.

Qualifications

• Minimum 1 year of international Banking voice experience.
• Good customer-handling and problem-solving skills.
• Basic computer knowledge and typing skills.
• Ability to handle international voice calls support task.
• Willingness to work rotational shifts, including night shifts.
• Good attention to detail.
• Comfortable handling banking customer information.
• Good written communication and documentation skills.

Responsibilities

• Receive calls from international bank customers and assist them with their banking-related queries.
• Help customers with account information, bank statements, balances, and other account services after proper verification.
• Assist with card declines, blocked cards, lost or stolen cards, and payment issues.
• Handle queries related to failed transactions, pending payments, refunds, and unauthorized transactions.
• Help customers with internet banking login issues, password resets, and mobile banking problems.
• Assist with international money transfers, foreign currency transactions, and related banking queries, depending on the process.
• Follow the bank's security procedures to authenticate customers before accessing or discussing account information.
• Listen to customer concerns, handle complaints calmly, and provide appropriate resolutions.
• Transfer complex or unresolved issues to the relevant department according to company procedures.
• Maintain professional communication, demonstrate patience, and ensure a positive customer experience.
• Protect customers' personal and financial information and follow banking compliance guidelines

Skills

International banking voice

Customer handling

Problem solving

MS Office

Typing

Documentation

Education

Undergraduate / Graduate

Tools

MS Office

Job description

This role involves handling international bank customers queries over inbound calls. As Customer support associate for voice You receive calls from customers living in other countries and help them with their banking-related questions and issues.

Key Responsibilities

Receive calls from international bank customers and assist them with their banking-related queries.

Help customers with account information, bank statements, balances, and other account services after proper verification.

Assist with card declines, blocked cards, lost or stolen cards, and payment issues.

Handle queries related to failed transactions, pending payments, refunds, and unauthorized transactions.

Help customers with internet banking login issues, password resets, and mobile banking problems.

Assist with international money transfers, foreign currency transactions, and related banking queries, depending on the process.

Follow the bank's security procedures to authenticate customers before accessing or discussing account information.

Listen to customer concerns, handle complaints calmly, and provide appropriate resolutions.

Transfer complex or unresolved issues to the relevant department according to company procedures.

Maintain professional communication, demonstrate patience, and ensure a positive customer experience.

Protect customers' personal and financial information and follow banking compliance guidelines

Preferred Experience

Banking Services

Handling Customer Interaction

Resolving Clients issues

Banking Operations

Maintain accurate records

Resolving customer services

Customer Service Financial Services

International BPO

Voice calls

Eligibility

Minimum 1 year of international Banking voice experience.

Good customer-handling and problem-solving skills.

Basic computer knowledge and typing skills.

Ability to handle international voice calls support task.

Willingness to work rotational shifts, including night shifts

Good attention to detail.

Comfortable handling banking customer information.

Good written communication and documentation skills.

Basic knowledge of MS Office and computer applications.

Ability to understand and follow detailed process guidelines.

Ability to work in a high-volume transaction-processing environment.

Education: Undergraduate / Graduate.

CTC: Up to 5.5 LPA take-home: 37,800/month Monthly Incentives: Up to 2,500 based on the performance.

Work Details :- Work Location: Work from Office (Karle Hub Manyata Tech Park, Bengaluru)

Working Days: 5 Days Working

Week Off: 2 Rotational Week Offs

Cab Facility: One-way cab facility for night shifts only. Free night transport for women employees (7 PM7 AM). Male employees may be charged 75 per trip, as per the shared details.

Documents Required

Candidates should have the following documents available:

Education Documents

Aadhaar Card

PAN Card

Educational Certificates / Marks Memos

Previous Employment Documents

Offer Letter

Previous Organization Pay Slips

Relieving / Experience Letter

Interview Process

1st RoundHR Initial Screening

2nd RoundVoice and Accent

3rd RoundVersant Test 65

4th RoundOperations Round (Ops)

Contact person: HR Ashwini @ 7406193581