Customer Service Officer

Customer Service Officer Tier 1

Job Role: Customer Service Officer Tier 1
Location: Bangalore
Department: Customer Service / Banking Operations
Experience: 18-24 months
Industry: Banking / Financial Services / International BPO
Process: International Customer Service

Roles & Responsibilities

• Handle customer queries and provide end-to-end customer service for retail savings and mortgage-related products.
• Act as the first point of contact for customers and resolve queries professionally and efficiently.
• Handle customer interactions through voice calls, emails, chat and secure messages.
• Process customer requests, instructions and enquiries accurately within defined SLA/TAT.
• Understand customer requirements and provide appropriate solutions while maintaining a high level of customer satisfaction.
• Identify and support vulnerable customers, ensuring appropriate assistance and positive customer outcomes.
• Perform customer identification and verification (KYC/ID&V) and follow required due-diligence procedures.
• Identify and report suspicious activity or potential fraud to the appropriate internal team.
• Handle customer complaints and escalate complex issues to the relevant teams or Team Leader.
• Coordinate with internal departments to ensure timely resolution of customer issues.
• Prepare and send standard and customized customer correspondence through email/other approved channels.
• Maintain accurate records, query logs, issue logs and case-related documentation.
• Follow all banking policies, procedures, regulatory requirements and compliance standards.
• Identify process gaps and suggest improvements to enhance customer experience and operational efficiency.
• Support the team during peak volumes to ensure SLA and service-level targets are achieved.
• Participate in knowledge-sharing, training and coaching activities.
• Complete mandatory training and remain updated on banking regulations, products and processes.
• Work in a shift-based environment, including weekends, as required.
• Follow information security requirements, including data protection, password, clear-desk and clear-screen policies.

Candidate Requirements

• 18-24 months of experience in an international call centre/contact centre environment servicing overseas customers is essential.
• Experience in Customer Service, Sales or Collections is preferred.
• Banking, retail or contact-centre experience is an advantage.
• Strong English communication skills verbal and written.
• Good understanding of customer service principles and professional communication.
• Basic knowledge of banking products and services such as savings, loans and digital banking is desirable.
• Knowledge of regulatory and customer-protection requirements is an advantage.
• Familiarity with MS Office, CRM and telephony systems such as Five9 is desirable.
• Ability to work effectively in a fast-paced, high-pressure environment.
• Minimum secondary education qualification.