Job Description

Role Purpose

We are looking for a Customer Service Representative with experience in US or UK banking/financial services to provide excellent customer support through voice. The role focuses on handling banking‑related inquiries while ensuring compliance with regulatory and data privacy standards.

͏Production Agent

Key Responsibilities

• Handle inbound and/or outbound customer interactions related to banking products and services (e.g., savings, checking/current accounts, payments, cards, loans).

• Resolve customer inquiries regarding account balances, transactions, fees, disputes, and general banking concerns.

• Accurately document customer interactions and updates in internal banking systems.

• Identify customer needs and provide appropriate solutions within defined service levels.

• Escalate complex issues to the appropriate internal teams when required.

• Meet quality, productivity, and customer satisfaction targets.

Qualifications

• 1–2 years of experience in a banking or financial services BPO account (US or UK).

• Strong understanding of banking processes (preferred: US or UK market exposure).

• Excellent English communication skills (verbal and written).

• Experience handling voice and/or non‑voice customer support.

• Ability to work in shifting schedules aligned UK time zones.

• High attention to detail and strong problem‑solving skills.

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Deliver

		**No Performance Parameter Measure**

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed