semi voice banking

Manning Consulting; Bengaluru; On-site; INR 250,000 - 380,000; Full time

Job summary

Manning Consulting is seeking an L1 Voice Support Analyst Payments in Bengaluru to handle banking and payment queries by phone and email. You will provide first‑level support, perform initial troubleshooting, and follow SOPs to resolve routine issues.

You will create and update support tickets, monitor status, and escalate when needed while maintaining accurate records and professional communication. Applicants should have 1–8 years of voice support experience, excellent English, and familiarity

Qualifications

• 1–8 years in voice-based customer support or BPO.
• Strong English communication and customer-service focus.
• Knowledge of banking payments (EFT, wire, ACH) preferred.
• Experience with ticketing tools is a plus.

Responsibilities

• Handle inbound calls and emails for banking and payment queries.
• Provide first-level technical and operational support for payments.
• Log and maintain support tickets, follow SOPs, and update tickets.
• Escalate complex issues to L2/L3 with documentation.
• Meet SLAs and performance metrics (AHT, FCR, CSAT) and maintain confidentiality.

Skills

Voice-based support

Excellent English

Banking payments knowledge

Ticketing tools (ServiceNow,Salesforce

Zendesk

Customer service, listening, problem‑s

Education

Any degree

Tools

ServiceNow

Salesforce

Zendesk

Job description

Job Title: L1 Voice Support Analyst Payments

Roles & Responsibilities:

• Handle inbound customer calls and emails related to banking and payment-related queries.
• Provide first-level (L1) technical and operational support for payment issues.
• Understand customer concerns, perform initial troubleshooting, and resolve routine issues by following Standard Operating Procedures (SOPs).
• Create, update, and maintain support tickets in the case management system.
• Monitor open tickets and provide timely status updates and follow-ups.
• Identify issues requiring further investigation and escalated them to L2/L3 support teams with complete documentation.
• Maintain accurate records of customer interactions, troubleshooting steps, resolutions, and escalations.
• Ensure professional communication and a positive customer experience.
• Meet defined Service Level Agreements (SLAs) and performance metrics, including Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
• Follow banking data confidentiality, security policies, and applicable compliance requirements.
• Coordinate with internal teams to ensure timely resolution of payment-related issues.
• Work rotational shifts aligned with Canadian business hours.

Required Skills:

• 1–8 years of experience in voice-based customer support/BPO.
• Excellent English communication skills.
• Knowledge of banking, payments, EFT, wire transfers, ACH, or bill payments is preferred.
• Familiarity with ticketing tools such as ServiceNow, Salesforce, or Zendesk is an advantage.
• Strong customer service, active listening, problem-solving, and multitasking skills.
• Graduate in any discipline.