Customer Service Representative – US Banking

Location: Mumbai – Malad (work from office)

Experience: Graduates: 1 to 12 years | HSC / 12th pass: 18 months to 10 years of contact-centre experience

Shift: US night and midnight shifts (schedules may be staggered)

About the Role

As a Customer Service Associate, you will support customers through an international voice process for US banking and card services. You will resolve enquiries, give accurate information and deliver a professional customer experience while meeting service and quality targets.

Key Responsibilities

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• Handle customer interactions professionally and efficiently throughout the assigned shift
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• Meet individual and team service-level, quality and productivity expectations
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• Work toward KPIs such as customer satisfaction, average handling time and overall customer experience
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• Stay current with process, product and policy updates and apply them accurately
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• Act on coaching feedback and corrective actions to prevent repeat errors
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• Protect customer information and follow all process and compliance requirements
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Candidate Profile

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• Excellent spoken English, listening and comprehension skills
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• Customer-focused approach with clear sentence construction and confident communication
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• Positive attitude, strong teamwork and willingness to learn
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• Ability to accept feedback and apply it consistently
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• Comfortable working in a performance-driven contact-centre environment
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• Open to all assigned shifts, including nights, midnights, weekends and staggered schedules
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Education and Experience

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• Graduates: minimum 1 year and generally up to 12 years of relevant contact-centre experience
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• HSC / 12th-pass candidates: minimum 18 months and generally up to 10 years of relevant contact-centre experience
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• Candidates with experience beyond these ranges may be considered case by case, based on education, employment stability, recent designation and role relevance
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Work Expectations

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• Work from office at Mumbai – Malad
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• Predominantly US night and midnight shifts; schedules may be staggered
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• Weekend work and six-day schedules may apply when required by operations
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• The role involves sustained customer-call handling during the productive part of the shift
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Selection Process

HR screening > Voice and accent assessment > Operations interview

Fast-Track Consideration

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• Graduates with at least 12 months of relevant experience may go directly to the Operations round for eligible grades
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• HSC / undergraduate candidates with 18-24 months of relevant experience may go directly to the Operations round for eligible grades
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Documents to Keep Ready

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• Identity and address: Aadhaar card, PAN card and an accepted alternate address proof
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• Academic: 10th, 12th and all applicable undergraduate and postgraduate marksheets and certificates
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• Employment: offer and experience letters, payslips, available bank statements and separation documents
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• EPFO service history downloaded from the EPFO member portal (mandatory for experienced candidates)
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Interview Availability

Virtual hiring is conducted Monday to Saturday. Eligible profiles may be submitted between 11:00 AM and 5:00 PM for possible same-day processing.

Skills (for the portal)

International Voice Process, US Banking, Credit Card Support, Customer Service, Inbound Calls, Outbound Calls, Contact Centre, Voice Support, Spoken English, Communication Skills, Active Listening, Customer Satisfaction, Average Handling Time, Quality Standards, Compliance, Customer Data Protection, Complaint Resolution, Feedback Implementation, Night Shift, Teamwork