Senior Process Associate-Voice

Job Summary

The role is responsible for delivering exceptional customer service, resolving complex customer queries, 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

Customer Service & Relationship Management

• Handle inbound and outbound customer interactions for Business Banking customers.
• Provide accurate information regarding banking products, services, accounts, payments, and transactions.
• Resolve customer queries and complaints within defined service levels.
• Deliver a positive customer experience through professional and customer-centric 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.
• Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries.
• Ensure accurate documentation and completion of customer requests.

Performance & Quality

• Meet and exceed key performance indicators including:
• Customer Satisfaction (CSAT/CES)
• Quality Scores
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Schedule Adherence
• Productivity Metrics
• Maintain high standards of call quality and customer interaction.

Participate in coaching, quality reviews, and knowledge refreshers

Skill Requirements

Education

• Bachelor's Degree from a recognized university.

Experience

• Minimum 1.5 years of experience in voice-based customer service/contact centre operations.
• Mandatory experience in Corporate Banking and Commercial Banking operations.
• Experience within Business Banking, Financial Services, or Banking Contact Centre environments is essential.
• Experience handling international banking customers will be an added advantage.

Knowledge & Skills

• Strong understanding of:
• Business Banking products and services
• Corporate Banking operations
• Commercial Banking processes
• Banking regulations and compliance requirements
• Excellent verbal and written communication skills.
• Strong problem-solving and customer handling capabilities.
• Ability to manage difficult customer conversations professionally.
• Good analytical and decision-making skills.

Proficiency in CRM systems and banking applications

Other Requirements

• Customer Focus
• Ownership & Accountability
• Attention to Detail
• Team Collaboration
• Effective Communication
• Problem Solving
• Adaptability
• Compliance Mindset