Agent

Role Name: Agent

Reporting to: Team Lead

Preferred Experience Range

• Any Graduate,12 years in inbound voice/email (BFSI preferred)
  • Versant 3.5+ (mandatory); email writing proficiency (grammar, tone, clarity)
  • Exposure to banking basics (accounts, cards, digital channels) is an advantage

Location: Bangalore, Whitefield

Shift Timings: 6-day working, 12x7 rotational shifts (8 AM - 8 PM), 9-hour shift with 1-hour break

Grades: BPO 1

Responsibilities:

•       Handle inbound customer calls and manage service emails per defined SLAs

•       Accurately authenticate customers and record interactions in CRM

•       Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP

•       Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets

•       Follow schedule adherence and real-time instructions from RTA/WFM

•       Tag and update case dispositions; maintain email templates and tone guidelines

•       Adhere to information security, data privacy and KYC guidelines

•       Participate in training, nesting, and periodic re-certifications

Knowledge/Experience:

•       Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics

•       Customer verification/KYC steps; awareness of compliance dos & don'ts

•       Standard call/email handling SOPs; complaint & escalation handling

Technical Skills:

•       ACD/EPBX and softphone usage; ticketing/CRM systems

•       MS Office (Outlook, Excel basics), email etiquette tools/templates

•       Typing speed 35+ wpm; accuracy in data entry

Competencies:

•       Clear communication (English/Hindi); vernacular advantage

•       Empathy, patience, problem solving

•       Attention to detail and process discipline

•       Resilience under volume spikes; teamwork