Customer Support Associate – Banking Chat Operations

Job Description Role: Customer Support Associate – Banking Chat Operations Department: Customer Operations Location: Mumbai & Bangalore Shift: 24/7 Rotational Shifts (including weekends and holidays) Role Overview The Customer Support Associate will be responsible for providing customer support through chat for a UK banking account. The role involves assisting customers with queries related to savings accounts, personal loans, general banking services, and credit cards. The role requires strong written communication skills, multitasking ability, attention to detail, and a customer-first mindset. Associates will be expected to manage multiple customer interactions simultaneously while ensuring accurate, efficient, and professional service delivery. Key Responsibilities Customer Interaction s Support • Provide prompt and accurate support to customers through chat channels. • Handle customer queries related to savings accounts, personal loans, credit cards, and general banking services. • Ensure clear, professional, and empathetic communication while resolving customer issues. Query Resolution • Investigate customer concerns and provide appropriate solutions in line with bank policies and procedures. • Escalate complex or sensitive cases to the relevant teams when necessary. • Ensure first-contact resolution wherever possible. Multitasking s Case Handling • Manage multiple customer conversations simultaneously while maintaining high service quality. • Accurately document interactions and actions taken in internal systems. Compliance s Data Protection • Adhere to all regulatory, compliance, and internal policies while handling customer information. • Ensure customer data is handled securely in line with data protection guidelines. Service Excellence • Deliver a high level of customer satisfaction by maintaining professionalism and efficiency in all interactions. • Meet defined service level agreements (SLAs) and quality standards. Required Skills s Competencies Communication Skills • Excellent written communication skills with strong grammar and clarity. • Ability to explain information clearly and professionally through chat. Multitasking s Workspace Efficiency • Ability to manage multiple chat conversations simultaneously. • Efficient use of systems and tools to provide quick and accurate responses. Attention to Detail • High level of accuracy while reviewing customer information and responding to queries. • Ability to detect inconsistencies or missing information. Customer-Centric Mindset • Strong customer-first approach with empathy and patience. • Ability to handle customer concerns calmly and professionally. Problem-Solving Ability • Ability to analyse customer queries and identify the most effective solutions. • Strong logical thinking and decision-making skills. Adaptability • Comfortable working in a fast-paced, target-driven environment. • Willingness to work in 24/7 rotational shifts. Qualifications • Graduate (BCOM, BBA, BA) preferred , undergraduates with 2 years of relevant operations experience may also be considered. • Graduate engineers please do not apply • 12th std pass can be considered if they have some relevant exp. • CTC – 2.7L includes ESI PF etc.. • Preference will be given to candidates living closer to MALAD area • Transport will be provided for return from work place during non – social hrs for Mumbai location • Transport will be provided for both ways for within 20kms of radios for Bangalore location Additional Attributes • Strong integrity and professionalism. • Ability to work effectively in a team environment. • Willingness to learn banking processes and customer service standards. • Ability to handle sensitive customer information responsibly. Key Performance Indicators (KPIs) • Customer satisfaction (CSAT) scores • Chat quality and accuracy • Adherence to service level agreements (SLAs) • Productivity and multitasking efficiency