Credit Card || Team Leader Customer Service

Key Responsibilities:

• Manage customer interactions for premium / HNI credit card customers across channels (Voice, Email & Chat).
• Ensure first-time resolution and adherence to defined TATs.
• Handle escalations and early warning signals proactively.
• Coordinate with Sales, Risk, Product, Pricing, and Collections teams for quick resolution and process improvements.
• Maintain process documentation and compliance adherence.
• Drive CSAT scores, productivity and accuracy.
• Lead and mentor a small team (if applicable).

Required Skills & Experience:

• 3–8 years of experience in Credit Card or Banking Customer Service (mandatory).
• Experience in blended processes (voice + email/chat).
• Exposure to premium / HNI customer handling.
• Team handling experience preferred.
• Strong communication, problem-solving and stakeholder management skills.
• Graduate in any discipline (full-time or correspondence).

Key Competencies:

• Stakeholder Management
• Analytical & Problem Solving Ability
• Detail Orientation

Skills Required
Credit Analysis, Customer Retention, Data Analysis, Team Leadership, Regulatory Compliance, Risk Management