International Voice Process Executive

Job Title: Customer Service Officer (Tier 1)

Department: CET Savings/Lending, Underwriting Telephony

Support, CCFS Servicing and Retentions

Reporting to: Customer Service Team Leader

To deliver excellent customer service by acting as the first point of contact, resolving queries, delivering high-quality service across

retail savings and mortgage servicing while ensuring compliance with regulatory standards and keeping customer at the heart of

everything. Build trust by resolving queries, handling complaints, and offering solutions tailored to customer needs.

4. Core Responsibilities

• Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.
• Respond to customer inquiries across multiple channels (phone, digital secure message, chat, emails etc.,) with

professionalism and empathy.

• Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is

especially susceptible to harm receive good outcomes - identify, understand the impact and provide adequate support.

• Respond to all customer enquiries and process customer instructions, whether received by telephone, in writing, by e-mail

or made in person accurately, efficiently, professionally and within specified timescales.

• Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt

resolution.

• Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity

to Finance crime for further investigation and guidance.

• Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow,

customer journey and service quality.

• Training & Development: Complete mandatory training modules and attestations on time, staying updated on industry

regulations and best practices.

• Proactive approach to invest on self-development aligned to the career goal.
• Prepare and dispatch templated and bespoke manual letters and correspondence via emails.
• Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.
• Active participation in team engagement and CSR activities initiated by the team or people engagement group.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential

fraud, a health and safety issue, a breach of policies etc.,

• Work flexibly - shift-based environments and weekend work.
• Maintain compliance with OSB policies, procedures, and regulatory standards.
• Identify the opportunities for training and communicate the same to the Mentor/Team Leader.

Hygiene:

• To receive work allocation notification & process the case as per defined process.
• Participate in knowledge Management programs and take active role in building empowered team (like maintaining

individual query logs, issue logs, failed cases log etc.,).

5. Experience Requirements

• 18 -24 months previous experience working in an international call centre environment and servicing overseas customers is

essential

• Prior experience in customer service, sales or collections is highly valued
• Background in banking, retail, or contact centre environments is advantageous
• Demonstrated ability to thrive in fast-paced, high-pressure settings

6. Knowledge Requirements

• Strong understanding of customer service principles and professional communication
• Awareness of banking products and services (current accounts, savings, loans, digital banking etc.,) is desirable
• Knowledge of regulatory requirements and customer protection standards
• Familiarity with digital tools and platforms used in modern banking (MS Office, CRM, Five 9 telephony system etc.,) is desirable

7. Required Qualifications/Certifications

• Minimum of secondary education
• Proficiency in English communication (written and spoken)
• Professional certifications in banking or customer service are beneficial but not mandatory viz BCOBS, MCOBS etc.,

8. Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements)

• Ensure strict adherence to companys security policies and procedures (for ex: Password policy, clear screen and clear desk

policy, etc.)

• Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the

company.

• Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).
• Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like

threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.

• Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be

appropriately trained in Security.