Customer Service Associate – US Banking & Card Services

Location: Malad, Mumbai
Industry: Banking & Financial Services – BPO / ITES
Process: International Voice – US Banking & Card Services
Work Mode: 100% Work From Office (WFO)
Shift: US Night / Midnight Shifts, including weekends and staggered schedules
Work Schedule: Six-day working may apply
Experience:

• Graduates: Minimum 1 year; generally up to 12 years of relevant contact-centre experience.

• HSC / 12th Pass: Minimum 18 months; generally up to 10 years of relevant contact-centre experience.

• Candidates exceeding these experience ranges may be considered case by case.

About the Role

We are hiring Customer Service Associates to support customers through an international voice process for US banking and card services. The role involves handling customer enquiries, providing accurate information, resolving concerns and delivering a professional customer experience while meeting service, quality and productivity targets.

Key Responsibilities

• Handle international customer calls professionally and efficiently.

• Resolve customer enquiries related to US banking and card services.

• Meet individual and team service-level, quality and productivity targets.

• Achieve KPIs, including customer satisfaction, average handling time and overall customer experience.

• Maintain up-to-date knowledge of process guidelines, products and policies.

• Apply coaching feedback and corrective actions to avoid repeat errors.

• Maintain accurate customer interaction records and follow process documentation standards.

• Protect confidential customer information and comply with applicable banking and data-security requirements.

• Demonstrate ownership, teamwork and a customer-focused approach.

Candidate Requirements

• Excellent spoken English, listening and comprehension skills.

• Clear sentence construction and confident communication.

• Strong customer service orientation and active listening.

• Positive attitude, teamwork and willingness to learn.

• Ability to accept feedback and consistently improve performance.

• Comfortable working in a target-driven contact-centre environment.

• Willingness to work night, midnight, weekend and staggered shifts.

Education & Experience

• Graduates: Minimum 1 year of relevant contact-centre experience.

• HSC / 12th Pass: Minimum 18 months of relevant contact-centre experience.

• Candidates with experience beyond the stated ranges may be evaluated based on education, employment stability, recent designation and role relevance.

Work Expectations

• 100% onsite at Malad, Mumbai.

• Predominantly US night and midnight shifts.

• Rotational, staggered and weekend schedules may apply.

• Six-day working schedules may be required based on business needs.

• The role requires sustained customer-call handling during productive working hours.

Selection Process

1. HR Screening

2. Voice & Accent Assessment

3. Operations Interview

Fast-Track Consideration

• Graduates with at least 12 months of relevant experience may qualify for direct progression to the Operations round for eligible grades.

• HSC / undergraduate candidates with 18–24 months of relevant experience may qualify for direct progression to the Operations round for eligible grades.

Documents Required

Identity and Address Proof

• Aadhaar Card

• PAN Card

• Accepted alternate address proof

Academic Documents

• 10th and 12th marksheets and certificates

• Undergraduate / postgraduate marksheets and certificates, wherever applicable

Employment Documents

• Offer and experience letters

• Payslips

• Available bank statements

• Employment separation documents

• EPFO service history downloaded from the EPFO Member Portal (mandatory for experienced candidates)

Interview Availability

• Virtual hiring is conducted Monday to Saturday.

• Eligible candidate profiles may be submitted between 11:00 AM and 5:00 PM for possible same-day processing.

Important: Final eligibility and interview progression are subject to candidate profile evaluation and business requirements.