Customer Service Associate

Company: Swift Staffing Solutions

Location: Thane, Maharashtra

Process: First-Party Collections for a renowned US-based bank

Batch Start Date: 8th December 2025

Role Over view

The Customer support Associate (C1B) will be responsible for contacting customers regarding outstanding balances, ensuring timely payments, and maintaining excellent customer relationships. This role requires strong communication skills, negotiation ability, and professionalism while handling first-party collections for a major U.S. bank.

Eligibility Criteria

• Qualification: SSC / HSC
• Experience: Minimum 6 months of international BPO experience
• Candidates with or without prior collections experience can apply
• Comfortable with rotational weekly offs (twice a week)
• Salary Range Without collections experience: ₹22,000 – ₹35,000
• With collections experience: Up to ₹38,000
• Incentives: Unlimited performance-based incentives
• Training Incentives: Up to ₹10,000
• Work Environment & Benefits
• Transport: Drop facility + centralized pickup
• Week Offs: Rotational (two per week)

• Mode of Interviews:

• HR Round – Telephonic
• Operations Round – Virtual (Microsoft Teams)

Key Responsibilities

• Make outbound calls to customers for first-party collections on behalf of a US bank.
• Educate customers on outstanding dues and negotiate payment arrangements.
• Maintain accurate documentation of all interactions and payment commitments.
• Ensure compliance with bank guidelines, regulatory norms, and call quality standards.
• Meet defined targets for recovery, call handling, and productivity.
• Handle customer queries professionally and maintain a positive customer experience.
• Participate actively in training sessions and meet performance expectations.

Primary Tasks

• Contact customers through dialer to discuss pending payments.
• Update systems with call notes and payment details.
• Follow escalation protocols for disputed or complex accounts.
• Track promise-to-pay commitments and follow up accordingly.
• Work collaboratively with team leads and supervisors to achieve targets.