Chat Process Executive

Key Job Responsibilities

Handle inbound and outbound customer calls related to banking products, services, and customer queries.

Assist customers with general banking-related information, account-related queries, transaction details, and service requests.

Understand customer requirements and provide accurate and timely solutions as per company policies and process guidelines.

Verify customer information and maintain accurate details in the company’s CRM/system.

Explain banking products, services, procedures, and applicable terms clearly to customers.

Resolve customer concerns professionally and escalate complex issues to the appropriate team when required.

Maintain proper documentation and update customer interactions after every call.

Follow quality, compliance, data-security, and customer-service guidelines while handling customer information.

Achieve assigned productivity, quality, and customer-service targets within the given timelines.

Maintain professional communication and demonstrate good listening and problem-solving skills.

Handle customers in the required regional language along with English, depending on the process requirement.

Coordinate with internal teams for unresolved customer issues and ensure proper follow-up.

Participate in training sessions and learn banking processes, products, and customer-handling procedures.

Ensure a positive customer experience by being polite, patient, and solution-oriented.

Work effectively in a rotational shift environment and follow the assigned weekly-off schedule.

Maintain confidentiality of customer and banking information at all times.