Job Responsibilities

• Customer interaction (voice / chat / email)
• Handle high-volume inbound and outbound customer contacts professionally.
• Respond to inquiries about balances, recent transactions, statements, and services.
• Log transaction disputes and unauthorized activity reports.
• Place temporary holds or blocks as per process guidelines.
• Escalate suspected fraud cases to risk/fraud investigation team.
• Investigate customer complaints and provide first-level resolution.
• Follow escalation matrix for complex or sensitive cases.
• Accurately document all interactions in CRM tools.
• Follow client process guidelines and quality standards.
• Maintain strict confidentiality of customer financial data.
• Adhere to regulatory, compliance, and data-protection policies.
• Participate in training, refreshers, and calibration sessions.
• Stay updated on client...