US Banking Blended Process Professional

Shashwath Solution; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

iEnergizer is hiring for a Customer Support Executive in the Project One US Banking Blended Process (Voice & Chat). This role targets professionals with experience in international BPOs and excellent communication skills.

The candidate will handle voice and chat interactions for US banking products, resolve issues, and update customer data with accuracy. Rotational shifts including night hours are required.

Qualifications

• Graduation in any field; undergrads eligible.
• Minimum 1 year in international BPO (US banking preferred).
• Strong English written and spoken communication.
• Proficient in MS Office and chat tools.
• Willing to work rotational/night shifts.

Responsibilities

• Handle customer inquiries and provide support for US banking products and services via voice and chat.
• Assist with account-related issues, transactions and other banking inquiries.
• Resolve customer issues with patience and professionalism, aiming for first-contact resolution.
• Ensure customer data is accurately updated in the system.
• Maintain high levels of customer satisfaction by delivering timely responses.
• Meet daily/weekly/monthly performance targets (CSAT, response times, resolution times).
• Follow SOPs while interacting with customers.
• Participate in training and coaching sessions to improve product knowledge and customer service skills.

Skills

Excellent English communication

Customer service skills

Problem-solving

Multitasking

Rotational shifts

MS Office basics

Chat platforms

Education

Any graduate or undergraduate

Tools

MS Office

Chat platforms

Job description

Job Overview

iEnergizer is currently hiring for the position of a Customer Support Executive in the Project One US Banking Blended Process (Voice & Chat). This is a fantastic opportunity for professionals with experience in international BPOs, who possess excellent communication skills and a passion for customer service. The role requires managing both voice and chat interactions, providing support to customers in the US banking sector. As part of our dynamic team, you will play a critical role in ensuring customer satisfaction through effective problem-solving and communication.

Key Responsibilities

• Handle customer inquiries and provide support for US banking products and services via voice and chat.
• Offer assistance with account-related issues, transactions, and other banking inquiries.
• Resolve customer issues with patience and professionalism, ensuring first-contact resolution wherever possible.
• Ensure customer data is accurately updated in the system.
• Maintain high levels of customer satisfaction by delivering quality and timely responses.
• Meet daily/weekly/monthly performance targets, such as customer satisfaction scores, response times, and issue resolution times.
• Follow all standard operating procedures (SOPs) while interacting with customers.
• Participate in training and coaching sessions to continuously improve product knowledge and customer service skills.

Required Skills & Qualifications

• Educational Qualification: Any graduate or undergraduate.
• Experience: Minimum of 1 year of experience in an international BPO environment (preferably in the US banking sector).
• Communication Skills: Excellent verbal and written communication skills in English.
• Technical Skills: Basic knowledge of MS Office and ability to use chat platforms or other customer service tools effectively.
• Availability: Willingness to work in rotational shifts (including night shifts) and on rotational off days.
• Personality Traits: Strong problem-solving abilities, attention to detail, ability to multitask, and the capability to handle high-pressure situations.