Senior Process Associate-Voice

Job Summary

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. The role is responsible for delivering exceptional customer service, resolving complex queries, managing written and verbal interactions within agreed service levels, ensuring compliance with banking regulations, and supporting customers across a range of business and commercial banking products and services.

The ideal candidate should have strong communication skills, a solid understanding of corporate and commercial banking operations, and the ability to handle customer interactions with professionalism, accuracy, and empathy.

Key Responsibilities

• 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.
• Deliver a positive customer experience through professional, customer-centric verbal and written communication.
• Identify customer needs and provide appropriate solutions while adhering to bank policies and procedures.

Business Banking Operations

• Support customers across business current accounts, payments, treasury-related enquiries, digital banking platforms, and commercial banking services through voice, chat, and inbox/email.
• Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries.
• Maintain accurate case notes, correspondence records, customer authentication details, and audit trails across CRM, inbox, and banking systems.
• Route or escalate complex and time-sensitive cases to the appropriate teams, monitor progress, and communicate updates to customers.

Performance & Quality

• Meet and exceed key performance indicators including:

• • Customer Satisfaction (CSAT/CES)
  • Quality Scores across voice, chat, and inbox/email
  • First Contact Resolution (FCR)
  • Average Handling Time (AHT)
  • Chat response time and concurrency
  • Inbox/email turnaround time and service-level compliance
  • Backlog and ageing management
  • Schedule Adherence
  • Productivity Metrics

• Maintain high standards of call quality and customer interaction.
• Participate in coaching, quality reviews, and knowledge refreshers.

Required Qualifications & Experience

Education

• Bachelor's Degree from a recognized university.

Experience

• Minimum 1.5 years of experience in customer service/contact centre operations, with exposure to voice and digital support channels such as live chat and shared inbox/email.
• Mandatory experience in Corporate Banking and Commercial Banking operations.
• Experience within Business Banking, Financial Services, or Banking Contact Centre environments is essential.
• Experience managing customer cases, written correspondence, inbox queues, service-level targets, and escalations is preferred.
• Experience handling international banking customers will be an added advantage.

 

Skill Requirements

Other Requirements