Customer Care Executive
- Anayptss India
- 4 - 9 years
- Noida, Gurugram
- 14 days ago
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Job Description
Role & responsibilities
"ONLY BANKING EXPERIENCE"
Shift: Rotational Shifts
Week Offs: 2 rotational offs per week
Both ways cab
1 time meal
Location_ Noida/ Gurugram
Experience Required: Role Overview
The Customer Support Associate is responsible for handling inbound customer inquiries for a US-based bank, with a focus on mortgage servicing, personal loans, fraud investigations, and general account support. This role requires strong communication skills, attention to detail, and a high level of accuracy in a regulated financial environment.
Key Responsibilities
Customer Support & Issue Resolution
Handle inbound customer calls related to mortgage accounts, payment schedules, escrow, interest rates, statements, and loan modifications.
Provide support for personal loans, credit lines, and installment loan queries.
Address fraud-related concerns, including unauthorized transactions, account misuse, and security alerts.
Assist customers with online/mobile banking issues, account updates, balances, transactions, and general inquiries.
Deliver clear, accurate, and empathetic communication while maintaining excellent service standards.
Banking Compliance & Documentation
Follow all US banking regulations, internal risk controls, and KYC/AML guidelines.
Document customer interactions accurately in CRM/banking systems.
Escalate high-risk issues (fraud, disputes, compliance flags) as per escalation matrix.
Ensure adherence to privacy and confidentiality protocols (e.g., GLBA).
Mortgage & Loan Servicing
Guide customers through mortgage processes: payment processing, escrow analysis, payoff requests, rate inquiries, and hardship assistance.
Support loan lifecycle functions including application status, verification needs, and repayment options.
Fraud & Dispute Handling
Identify potential fraudulent activities through careful listening and system checks.
Register fraud claims, initiate case investigations, and provide timelines for resolution.
Educate customers on fraud prevention and account security best practices.
Operational Excellence
Meet or exceed service metrics such as AHT, CSAT, Quality Scores, First Call Resolution, and attendance.
Collaborate with internal teams (fraud unit, mortgage underwriting, loan servicing, risk, IT support).
Participate in training, coaching, and process improvement initiatives.
Joining Date: Immediate
Virtual Round
Key Responsibilities:
- Handle outbound and inbound calls for US customers, ensuring a high standard of customer service.
- Resolve queries and provide accurate information in a professional manner Perks.
- Competitive salary with performance incentives.
- Opportunity to work with a global client base.
- Contact_ 9761730*** or bh**********t@nl****h.in
Job Classification
Industry: BPM / BPOFunctional Area / Department: BFSI, Investments & TradingRole Category: Banking OperationsRole: Banking Operations - OtherEmployement Type: Full timeContact Details:
Company: Anayptss IndiaLocation(s): Noida, Gurugram
Keyskills: Banking Process Voice Process Banking Voice Inbound Process Bpo Customer Service Us Banking Banking Operations American Australian Process International Banking Australian Customer Care Uk Banking International Voice Australia personal banker International BPO
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