Sr Voice process -International Bank Process

Key Responsibilities :

• Handle high-volume inbound and outbound calls for international banking customers, addressing inquiries related to accounts, loans, credit cards, and other financial services.
• Provide detailed information on international banking products, foreign exchange rates, cross-border transactions, and other services tailored to global clients.
• Resolve customer complaints, account discrepancies, and issues while maintaining high levels of service.
• Escalate complex issues to the appropriate department or management, ensuring swift resolution.
• Maintain knowledge of banking products, international regulations, and policies to effectively assist customers.
• Cross-sell international banking products (e.g., international accounts, loans, currency exchange) based on customer needs.
• Document customer interactions accurately in the CRM system, ensuring all data is up-to-date and complies with regulatory standards.
• Ensure compliance with international banking regulations, data privacy laws, and company policies while handling customer information.
• Maintain high service standards to meet KPIs such as call quality, resolution time, customer satisfaction, and first-call resolution.
• Participate in regular training sessions to stay updated on new banking products, services, and industry regulations.
• Mentor and guide junior team members, providing feedback and support to improve team performance.

Skills Required

Customer service excellence, Clear and concise communication, Voice process expertise, International banking products knowledge, Inbound and outbound call management