Banking Call Center Agent

Coforge Limited; Augusta (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

Coforge Ltd. is seeking a Customer Support Specialist to assist banking customers across channels, delivering high-touch service and ensuring policy compliance in a fast-paced environment.

The role emphasizes accurate record-keeping, collaboration with teams, and ongoing product knowledge to support a seamless banking experience.

Qualifications

• Strong written and oral communication for customer inquiries.
• Ability to resolve issues with a customer-focused approach.
• Familiarity with banking products and policies.

Responsibilities

• Respond to inquiries via phone, email, and chat.
• Resolve issues while following policies and regulatory guidelines.
• Maintain accurate case records and documentation.
• Collaborate with teams to improve service quality.
• Identify trends from customer feedback for leadership.

Skills

Communication

Problem solving

Multitasking

Ticketing systems

Banking knowledge

Microsoft Office

Tools

Ticketing systems

CRM software

MS Office

Job description

Company Name: Coforge Ltd.

Job Title: ASSOCIATE TEAM MEMBER

Job Description

We are seeking a customer-focused Customer Support Specialist to provide high-touch support for consumer banking customers. The role involves handling a high volume of cases across multiple communication channels while delivering exceptional service and ensuring compliance with banking policies and procedures. You will be responsible for addressing customer inquiries, resolving issues, and facilitating a seamless banking experience. The ideal candidate will demonstrate strong communication skills, problem-solving abilities, and a commitment to customer satisfaction.

Key Responsibilities

• Respond promptly and professionally to customer inquiries through various communication channels, including phone, email, and chat.
• Manage and resolve customer issues efficiently while adhering to company policies and regulatory guidelines.
• Maintain a high level of product knowledge to provide accurate information and support to customers.
• Document customer interactions and maintain case records in the system accurately and timely.
• Collaborate with team members and other departments to enhance the overall customer experience.
• Identify trends in customer feedback and report them to the leadership team to improve services and processes.

Skills and Tools Required

• Excellent communication skills, both verbal and written, to interact effectively with customers and team members.
• Strong problem-solving skills with the ability to think critically and address customer concerns.
• Familiarity with customer support software and ticketing systems to manage cases efficiently.
• Proficient with Microsoft Office Suite and other relevant software tools.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Understanding of banking products and services is a plus.
• Strong attention to detail and a commitment to maintaining compliance with regulations and policies.

About the Role

The Customer Support Specialist will serve as a vital link between the consumer banking customers and the company, ensuring that all queries and concerns are addressed efficiently. This role involves managing communication through various channels, including phone, email, and chat, while maintaining a high level of customer satisfaction. An emphasis on compliance with banking regulations and policies is essential to mitigate risks and protect both the customers and the organization.

About the Team

You will be part of a dynamic team dedicated to providing top-tier support to our banking customers. The team operates in a fast-paced environment, focusing on collaboration and knowledge sharing to enhance the overall customer experience. Continuous training and support will be provided to help the team stay updated on banking policies and emerging customer service trends.

You are Responsible for

• Managing a high volume of customer inquiries and support cases across multiple communication channels.
• Providing accurate information regarding banking products and services while adhering to compliance standards.
• Resolving customer issues efficiently and effectively, escalating complex cases as needed.
• Documenting interactions and maintaining detailed records to ensure a seamless service experience for customers.

To succeed in this role – you should have the following

• Strong communication skills, both verbal and written, to effectively interact with customers.
• A customer-centric mindset with a passion for delivering exceptional service.
• Ability to handle a high volume of cases while maintaining attention to detail.
• Familiarity with banking products and services, along with a basic understanding of banking regulations.
• Problem-solving skills and the ability to work independently as well as in a team environment.