Process Associate - Voice

Job Process - Voice Banking

Job Location: Pune

Knowledge/Experience: 

• Experience in an inbound Customer service environment (Contact Center/Call Center – MUST. Avoid credit card operations)
• Commercial banking understanding/ experience or Treasury Management experience is preferable.

Qualification: Graduates only

Job Description

• Assist customers via the inbound calls received for account requests/ inquiries:
• Payment related queries:

1. Remote deposit capture
2. Payment Center
3. Positive Pay: Check positive pay, ACH positive pay, reverse positive pay

• Business Account Closure

• ACH & Wire:

1. ACH deletion/ reversals
2. Wire PIN acknowledgement
3. ACH & Wire inquiries
4. ACH return/ settlement
5. Wire limit change

• Add user to Payment Centre
• Add/ remove accounts
• Account maintenance
• Meet required criteria for call quality standards
• Maintain customer relations with a high degree of internal and external customer service.
• Possess effective problem-solving skills to ensure timely problem recognition and resolution.
• Adhere to internal policies to ensure compliance with legal parameters as well as company policies and procedures.
• Recording and updating customer information via the organization’s internal systems.
• Resolving customer queries at first point of contact.
• Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer.
• Ensure call handling and service quality is maintained

Person Specification:

• Strong communication skills.

• Ability to work independently and within a team environment

• Critical listening and thinking skills

• Training/teaching skills

• Strategic management skills

• Negotiation skills/experience

• Time management skills

• Customer service oriented

• Decision making/problem solving skills