Job Title: Customer Service Associate – US Banking & Cards

Job Description

As a Customer Service Associate, you will handle customer interactions for an international voice process supporting US banking and card services. You will resolve customer queries, provide accurate information, follow process and compliance requirements, and deliver a professional customer experience while meeting service, quality and productivity targets.

Key Responsibilities

• Handle 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.

• Stay updated on process, product and policy changes.

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

• Maintain confidentiality and protect customer information.

• Follow all applicable process, quality and compliance requirements.

• Work effectively in a performance-driven contact-centre environment.

Candidate Requirements

• Excellent spoken English, listening and comprehension skills.

• Strong communication and sentence construction skills.

• Customer-focused approach with a positive attitude.

• Good teamwork and willingness to learn.

• Ability to accept feedback and implement it consistently.

• Comfortable working in night, midnight, weekend and staggered shifts.

• Willingness to work six days when required by operations.

Experience & Education

Graduates:

• Minimum 1 year of relevant contact-centre experience.

• Generally considered up to 12 years of relevant experience.

HSC / 12th Pass:

• Minimum 18 months of relevant contact-centre experience.

• Generally considered up to 10 years of relevant experience.

Candidates exceeding these experience ranges may be considered case by case based on education, employment stability, recent designation and role relevance.

Selection Process

HR Screening → Voice & Accent Assessment → Operations Interview

Fast-Track Consideration

• Graduates with 12+ months of relevant experience may be considered for direct progression to the Operations round for eligible grades.

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

Documents Required

• Aadhaar Card

• PAN Card

• Accepted alternate address proof

• 10th and 12th certificates/marksheets

• Undergraduate/postgraduate certificates and marksheets, where applicable

• 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, 11:00 AM to 5:00 PM. Eligible profiles may be submitted during this window for possible same-day processing.

Top 5 Skills

1. International Voice Process

2. Customer Service

3. Excellent English Communication

4. US Banking & Card Services

5. Customer Query Resolution