Senior Process Associate-Voice

About the role

We are seeking a customer-focused and experienced Senior Customer Support Representative to support Business Banking customers across inbound and outbound voice, live chat, and shared inbox/email channels.

What you'll do

• Handle inbound and outbound voice interactions, live chats, and customer enquiries received through shared inboxes/email for Business Banking customers
• Provide accurate information regarding banking products, services, accounts, payments, and transactions across all supported channels
• Manage multiple live chat conversations where applicable, while maintaining accuracy, professionalism, data security, and response quality
• Review, prioritise, action, and respond to inbox/email cases within agreed service levels, including appropriate case categorisation, documentation, and escalation
• Resolve customer queries and complaints consistently across voice and digital channels, ensuring clear ownership through to closure

What you need

• 1.5–5 yrs of experience
• Customer service
• Chat support
• CRM
• Treasury
• Documentation
• Any graduate