Job Title: Customer Service Associate – US Banking & Cards

Job Description

As a Customer Service Associate, you will handle customer interactions for an international voice process supporting US banking and card services. You will resolve customer queries, provide accurate information, follow process and compliance requirements, and deliver a professional customer experience while meeting service, quality and productivity targets.

Key Responsibilities

Handle customer calls professionally and efficiently.
Resolve customer enquiries related to US banking and card services.
Meet individual and team service-level, quality and productivity targets.
Achieve KPIs including customer satisfaction, average handling time and overall customer experience.
Stay updated on process, product and policy changes.
Apply coaching feedback and corrective actions to minimize repeat errors.
Maintain confidentiality and protect customer information.
Follow all applicable process, quality and compliance requirements.
Work effectively in a performance-driven contact-centre environment.

Candidate Requirements

Excellent spoken English, listening and comprehension skills.
Strong communication and sentence construction skills.
Customer-focused approach with a positive attitude.
Good teamwork and willingness to learn.
Ability to accept feedback and implement it consistently.
Comfortable working in night, midnight, weekend and staggered shifts.
Willingness to work six days when required by operations.

Experience & Education

Graduates:

Minimum 1 year of relevant contact-centre experience.
Generally considered up to 12 years of relevant experience.

HSC / 12th Pass:

Minimum 18 months of relevant contact-centre experience.
Generally considered up to 10 years of relevant experience.

Candidates exceeding these experience ranges may be considered case by case based on education, employment stability, recent designation and role relevance.

Selection Process

HR Screening → Voice & Accent Assessment → Operations Interview

Fast-Track Consideration

Graduates with 12+ months of relevant experience may be considered for direct progression to the Operations round for eligible grades.
HSC/undergraduate candidates with 18–24 months of relevant experience may be considered for direct progression to the Operations round for eligible grades.

Documents Required

Aadhaar Card
PAN Card
Accepted alternate address proof
10th and 12th certificates/marksheets
Undergraduate/postgraduate certificates and marksheets, where applicable
Offer and experience letters
Payslips
Available bank statements
Employment separation documents
EPFO service history downloaded from the EPFO member portal – mandatory for experienced candidates

Interview Availability

Virtual hiring is conducted Monday to Saturday, 11:00 AM to 5:00 PM. Eligible profiles may be submitted during this window for possible same-day processing.

Top 5 Skills

International Voice Process
Customer Service
Excellent English Communication
US Banking & Card Services
Customer Query Resolution

Role

Account Manager

Timings

US-Type Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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