Customer Service Officer – Tier 1
The role is responsible for being the first point of contact for customers, handling queries and instructions across phone, email, chat, and other channels, while providing accurate and professional service across retail savings and mortgage servicing.
Key Responsibilities
- Customer Support
- Handle customer queries through phone, email, chat, secure messages, and other channels.
- Provide professional, empathetic, and high-quality customer service.
- Resolve customer issues and complaints while maintaining customer satisfaction.
- Customer Instructions & Case Handling
- Process customer requests accurately and within defined timelines.
- Receive work allocations and process cases according to the defined procedures.
- Customer Verification & Fraud Prevention
- Review customer documents and complete customer ID and verification.
- Identify and report suspicious activity to the appropriate financial crime team.
- Vulnerable Customer Support
- Identify customers who may be vulnerable.
- Understand their circumstances and provide appropriate support to ensure good customer outcomes.
- Issue Resolution & Escalation
- Coordinate with internal teams to resolve customer issues.
- Escalate complaints, potential fraud, policy breaches, and other critical issues to the appropriate manager.
- Process Improvement
- Identify operational inefficiencies.
- Suggest improvements to workflows, customer journeys, and service quality.
- Documentation & Correspondence
- Prepare and send standard and customized letters and customer correspondence through email.
- SLA & Team Support
- Support the team during peak periods to meet required SLA targets.
- Work flexibly in shift-based environments, including weekends.
- Training & Knowledge Sharing
- Complete mandatory training and stay updated on regulations and best practices.
- Support coaching and training of new and existing employees.
- Share knowledge and best practices with colleagues.
- Compliance & Information Security
- Follow company policies, procedures, and regulatory standards.
- Protect company/customer information according to ISO 27001 security requirements.
- Report security incidents and potential security threats.
In Simple Terms
The candidate should mainly be able to handle international customer calls and queries, resolve issues, process customer requests, perform verification, follow banking/compliance procedures, meet SLAs, and provide excellent customer service. The JD specifically requires 18–24 months of international call-centre experience servicing overseas customers.
Pay: From ₹400,000.00 per year
Work Location: In person
