10 hours ago

Voice Process (US Banking) at TrainEdge

TrainEdge

Outsourcing - BPO/BPM

Full Time

₹ 3 - 6 Lakhs

Bhubaneswar, Odisha, India

Apply Job

Job Description

Job Overview

We are seeking a customer-focused Customer Support Executive – Voice Process (US Banking Support) to join our team. In this role, you will handle inbound calls from US-based banking customers, assisting them with account inquiries, transaction management, and general banking services while maintaining high compliance and quality standards.

Key Responsibilities

Customer Interaction: Handle inbound calls from US customers to address queries regarding bank accounts, card transactions, online banking, and billing issues.
Issue Resolution: Diagnose and resolve customer complaints, dispute management, and service requests efficiently on first contact.
Compliance & Security: Strictly adhere to US banking regulations, identity verification protocols, data protection laws (e.g., GLBA), and organizational security procedures.
Process Navigation: Accurately update customer records, log call details, and process banking transactions using core banking software and CRM tools.
Escalation Handling: Identify complex customer issues or fraudulent activity and route them to appropriate internal escalation channels.

Requirements & Qualifications

Education: Graduate/Undergraduate degree in any discipline (Commerce/Finance background is a plus).
Experience: 0–3 years of experience in an international voice process or BPO environment (US Banking/Financial Services experience preferred).
Shift Flexibility: Open to working in rotational night shifts to align with US business hours (EST/CST/PST).
Communication Skills: Excellent verbal English communication skills with clear neutrality in accent, active listening, and strong empathy.
Technical Skills: Basic computer proficiency, fast typing speed, and familiarity with CRM tools.

Key Skills