HCLTech is hiring for International contact Center - Senior Process Associate and Analyst on 6 to 8 July 2026

HCLTech is hiring for International contact Center - Senior Process Associate and Analyst on 6 to 8 July 2026

Walk-in Drive Details: 📅 Date: 6 to 8th July 2026 📍 Location: HCLTECH Sandhiya Infocity, Navalur Block: ETA 3 ⏰ Time: 11AM - 3PM

HR Contact Name: Sanjay Please carry anyone Government ID proof.

Job Description – International contact Center Location: Chennai, India

Business Unit: Retail Banking – Mortgages & Consumer Lending

Reporting To: Team Leader / Operations Manager

Role Purpose The Advisor is responsible for delivering

expert, complaint, and customer‑centric lending support to customers of an international retail bank. Working within a highly regulated environment, the adviser will manage

personal loans, mortgages, and repayment/arrears solutions , ensuring all advice provided is

suitable, sustainable, and fully compliant with

Central Bank of Ireland regulations . The role involves managing inbound and outbound customer interactions, assessing financial needs, supporting lending journeys end‑to‑end, and acting as a trusted adviser.

Key Responsibilities Customer Service & Case Management

• Handle inbound and outbound customer interactions related to

personal lending, mortgages, repayments, and arrears support

• Deliver consistently

professional, empathetic, and high‑quality customer experiences

• Resolve customer queries relating to loan applications, account servicing, repayments, and restructuring options
• Achieve

first‑contact resolution where possible, while maintaining service, quality, and compliance standards

Lending Advisory & Sales Support

• Assess customer financial circumstances and identify

appropriate lending or repayment solutions

• Clearly explain product features, eligibility, risks, costs, and customer obligations
• Guide customers through

loan application journeys , including documentation and approval stages

• Identify opportunities for

cross‑sell, upsell, or referrals , in line with ethical lending and suitability guidelines

• Ensure advice given is

customer‑focused, sustainable, and aligned to risk appetite Regulatory Compliance & Risk Management

• Adhere strictly to

Banking regulations , Consumer Protection Code, and internal governance frameworks

• Maintain

Certification standards provided by company , including completion of ongoing

Continuous Professional Development (CPD)

• Ensure all customer interactions, advice, and decisions are

accurately documented and audit‑ready

• Identify and escalate

risk indicators, vulnerable customers, or compliance concerns in a timely manner

Customers in Financial Difficulty

• Support customers experiencing

financial stress or loan arrears with sensitivity and professionalism

• Provide appropriate

repayment plans, restructuring options, or referrals in line with policy

• Demonstrate strong empathy, judgement, and structured problem‑solving during sensitive conversations

Performance, Quality & Governance

• Consistently meet or exceed

KPIs , including quality, compliance, customer satisfaction, productivity, and conversion metrics

• Participate actively in

quality reviews, coaching sessions, audits, and calibration exercises

• Maintain high standards of

data accuracy, policy adherence, and customer outcomes Required Qualifications

• Graduate qualification preferred, or equivalent relevant banking experience
• Banking related certifications will be an added advantage

Experience Required

• 1–3 years of experience in a

banking contact centre, lending, or collections role

• Prior experience working with

regulated financial products preferred

• Exposure to

international or overseas retail banking clients is an advantage

Key Skills & Competencies

• Excellent verbal and written communication skills
• Strong customer focus with high levels of empathy
• Sound financial judgement and analytical problem‑solving ability
• High attention to detail and strong compliance mindset
• Ability to handle

complex, sensitive, or vulnerable customer conversations

• Effective time management and ability to work to targets

KPIs / Success Measures

• Customer Satisfaction (CSAT / NPS)
• First Contact Resolution (FCR)
• Quality & Compliance Scores
• Sales / Referral Conversion Rates
• Productivity and adherence metrics Regards Judith