Process Associate

About the role

The role is responsible for understanding customer requirements, providing accurate information, resolving routine queries, documenting interactions, and escalating complex or sensitive matters in accordance with approved procedures, regulatory requirements, and service standards

What you'll do

• Handle inbound and/or outbound customer calls professionally and in line with approved call flows
• Understand customer requests through active listening and provide clear, accurate information on banking products, services, transactions, and procedures
• Support routine queries relating to accounts, cards, payments, loans, service requests, statements, and digital banking, within the assigned process scope
• Authenticate customers and follow defined security, data privacy, and confidentiality requirements before disclosing account information or processing requests
• Record complete and accurate call notes, customer details, case outcomes, and follow-up actions in the relevant systems

What you need

• Open to freshers
• Customer service
• MS Office
• Voice process
• SOP writing
• Data privacy
• Any graduate