Customer Service - Agent

·          Handle inbound customer calls and manage service emails per defined SLAs

·          Accurately authenticate customers and record interactions in CRM

·          Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP

·          Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets

·          Follow schedule adherence and real-time instructions from RTA/WFM

·          Tag and update case dispositions; maintain email templates and tone guidelines

·          Adhere to information security, data privacy and KYC guidelines

·          Participate in training, nesting, and periodic re-certifications.

Qualifications