Banking & Financial Services Customer Support Analyst – Voice

Role: Customer Support Executive Voice Process

Experience: Minimum 4 years (relevant experience preferred)

Key Responsibilities:

• Handle inbound customer calls related to account administration and customer support.
• Assist customers with account and profile management, including:
• Tax certificates and account statements
• Account closure requests
• Provide end-to-end support for Child Savings Accounts , including:
• Account opening for minors
• Ongoing account management
• Issue resolution and troubleshooting
• Educate customers on Rewards & Referral Programs , including:
• Referral bonuses
• Seasonal promotions such as Christmas bonuses
• Address account security and safety concerns , including:
• Fraud prevention guidance
• Procedures for lost or stolen devices
• Data protection and storage-related queries
• Support customer onboarding and verification processes , including:
• ID document scanning issues
• Selfie verification failures
• Handling rejected or incomplete documentation
• Resolve access-related issues , such as:
• PIN resets
• Updating registered phone numbers and email IDs
• Pairing new or replacement devices
• Ensure a high-quality customer experience by consistently meeting SLA, quality, and compliance standards .

Required Skills & Competencies:

• Strong verbal communication skills in English
• Proven experience in voice-based customer support
• Ability to handle sensitive customer data with confidentiality
• Problem-solving and customer-centric approach
• Familiarity with banking, financial services, or account support processes (preferred)