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

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

Walk-in Drive Details : 📅 Date: 8th July 20 26📍 Location: HCL TECH

, Sholinganallu r ELCOT campus, Tower 4, Chennai-11 9.⏰ Time: 11AM - 3

PM HR Contact Name: Jud ith Please carry anyone Government ID pr

oof. Job Description – International contact Ce nter Loc ation: Chennai,

India Busines s Unit: Retail Banking – Mortgages & Consumer

Lending Repor ting To: Team Leader / Operations

Manager Rol e Purpose The Advisor is responsible for d

elivering expert, complaint, and customer‑centric lendi ng support to customers of an international re tail bank.Working within a highly regulated environment, the adviser wi

ll manage personal loans, mortgages, and repayment/arrears solutions, ensuring all advice pr

ovided is suitable, sustainable, and fully compl

iant with Central Bank of Ireland r e gulations.The role involves managing inbound and outbound customer interactions, assessing financial needs, supporting lending journeys end‑to‑end, and acting as a truste

d adviser. Key Respo nsibilities Customer Service & Cas

• e ManagementHandle inbound and outbound customer interactions

related to personal lending, mortgages, repayments, and arr

• ears supportDeliver c

onsistently professional, empathetic, and high‑quality customer

• experiencesResolve customer queries relating to loan applications, account servicing, repayments, and restructu
• ring opt

ionsAchieve first‑contac t resolution where possible, while maintaining service, quality, and complian

ce standards Lending Advisory &

• Sales SupportAssess customer financial circumstances

and identify appropriate lending or repaym

• ent solutionsClearly explain product features, eligibility, risks, costs, and custome
• r obligationsGuide custo

mers through loan applica tion journeys, including documentation and ap

• proval stagesIdentify oppor

tunities for cross‑sell, upsell, or referrals, in line with ethical lending and suitabili

• ty guidelinesEnsure adv

ice given is customer‑focused, sustainable, and aligned to risk appetite Regulatory Compliance & R

• isk ManagementAdher

e strictly to Banki ng regulations, Consumer Protection Code, and internal governa

• nce frame

worksMaintain Certification standards provi ded by company, including completi

on of ongoing Continuous Professional Dev

• elopment (CPD)Ensure all customer interactions, advice, and

decisions are accurately documented a

• nd audit‑readyIdentify

and escalate risk indicators, vulnerable customers, or compl iance concerns in a

timely manner Customers in Finan

• cial DifficultySupport customer

s experiencing financial stress or loan arrears with sensitivity and

• professionalismProvi

de appropriate repayment plans, restructuring option s, or referrals in l

• ine with policyDemonstrate strong empathy, judgement, and structured problem‑solving during sensitiv

e conversations Performance, Quality

• & GovernanceConsistently

mee t or exceed KPIs, including quality, compliance, customer satisfaction, productivity, and co

• nversion metricsParticip

ate actively in quality reviews, coaching sessions, audits, and calib

• ration exercisesMaintain hi

gh standards of data accuracy, policy adherence, and c ustomer outcomes Requir

• ed QualificationsGraduate qualification preferred, or equivalent relevant b
• anking experienceBanking related certifications will be a

n added advantage E

• xperience Required1–3 years o

f experience in a banking contact centre, lending, o

• r collections rolePrior experi

ence working with regulated financial

• products pre

ferredExposure to international or overseas reta il banking clien

ts is an advantage Key Skills

• & CompetenciesExcellent verbal and written c
• ommunication skillsStrong customer focus with hig
• h levels of empathySound financial judgement and analytical prob
• lem‑solving abilityHigh attention to detail and strong
• compliance mindse

tAbility to handle complex, sensitive, or vulnerable cus

• tomer conversationsEffective time management and ability

to work to targets KPI

• s / Success MeasuresCustomer Satis
• faction (CSAT / NPS)First Cont
• act Resolution (FCR)Quality &am
• p; Compliance ScoresSales / Refer
• ral Conversion RatesProductivity a nd adhe rence metrics RegardsJudith