Customer Support Representative

Role

• Act as the first point of contact for customers.
• Provide customer service for retail savings and mortgage servicing.
• Resolve customer queries, complaints, and requests while maintaining high service quality.
• Ensure all activities comply with regulatory and company standards.

Key Responsibilities

1. Handle customer queries through phone, email, chat, secure messages, and other channels.
2. Process customer requests and instructions accurately and within SLA timelines.
3. Handle complaints professionally and provide suitable solutions.
4. Identify and appropriately support vulnerable customers.
5. Coordinate with internal teams and escalate issues when required.
6. Perform customer ID verification and document checks and report suspicious activity.
7. Identify process inefficiencies and suggest improvements.
8. Prepare and send customer letters and correspondence.
9. Support the team during peak volumes to achieve SLA targets.
10. Maintain accurate query, issue, and failed-case logs.
11. Follow company policies, procedures, and banking regulations.
12. Complete mandatory training and continuously improve product/process knowledge.
13. Support training and coaching of new and existing employees.
14. Immediately report complaints, potential fraud, policy breaches, and other serious issues to the appropriate manager.
15. Work in a shift-based environment, including weekends when required.

Information Security Responsibilities

• Follow ISO 27001 and company information-security policies.
• Protect company/customer information and assigned assets.
• Cooperate with internal security audits.
• Report security incidents or threats to the appropriate manager.

In short: This is primarily a Tier-1 International Customer Service / Banking Support role, focused on customer queries, issue resolution, verification, complaint handling, SLA adherence, and regulatory compliance.