Personal Banker

Job description:

Job Title: Personal Banking - Customer Service

Location: Gurugram

Experience: 2+ years of International Voice Customer Service

Role Overview:

We are looking for customer-focused professionals to handle international banking customers through voice interactions, providing prompt and accurate resolution to their banking and service-related queries.

Key Responsibilities:

• Handle inbound calls from international personal banking customers.
• Resolve queries related to accounts, cards, transactions, payments, and digital banking.
• Ensure high-quality customer experience through effective communication and problem-solving.
• Follow banking processes, customer authentication, security, and compliance requirements.
• Identify relevant opportunities for cross-selling/up-selling banking products, where applicable.
• Meet defined AHT, CSAT, FCR, Quality, and Productivity targets.
• Escalate complex issues appropriately and maintain accurate call documentation.

Key Requirements:

• Minimum 2 years of International Voice Customer Service experience.
• Excellent spoken English and strong customer-handling skills.
• Experience supporting US/UK or other international customers.
• BFSI / Banking / Financial Services experience preferred.
• Strong listening, probing, and problem-solving abilities.
• Willingness to work in rotational shifts, including night shifts.

Preferred: Experience in Personal/Retail Banking, Credit Cards, Financial Services, or international banking processes.

Benefits:

• Commuter assistance
• Health insurance
• Paid time off

Work Location: In person