Banking Operations Senior Associate

Customer Support Executive – Chat Process (Canadian Credit Card)

Location: India (Offshore – Non-Voice Contact Center)

Shift: 10 hours of Rotational shifts (aligned to US time zones)

Role Overview: The Customer Support Executive will handle chat-based interactions for Canadian credit card customers with their queries pertaining to credit card accounts, address change or others miscellaneous issues. The role involves assisting customers with account inquiries, statements, outstanding balances, settlements, disputes, documentation requests, and general post-closure support while ensuring compliance with Canadian banking regulations and data privacy standards. This, being live chat, is a fast-paced environment.

Key Responsibilities:

• Handle customer interactions via live chat in a professional and timely manner
• Address queries related to:
• credit card accounts
• statements and outstanding balances
• Payments and settlements
• Interest and fee clarifications
• Refunds (if applicable)
• Dispute status follow-ups
• Account Closure requests
• Various general customer inquires
• Ensure accurate documentation of customer conversations in CRM systems
• Meet defined KPIs:
• AHT (Average Handle Time)
• CSAT (Customer Satisfaction)
• Quality & Compliance scores
• Productivity metrics
• Maintain strict adherence to:
• Canadian banking compliance requirements
• PCI-DSS guidelines
• Data privacy and confidentiality standards
• Escalate complex cases to supervisors or relevant internal teams
• Participate in refresher trainings and process updates

Eligibility Criteria:

• Graduate (preferred)
• 1–3 years of experience in:
• International chat process (preferably BFSI)
• Credit card or banking operations
• Strong written English communication skills
• Good typing speed (minimum 30–35 WPM preferred)
• Familiarity with CRM systems and ticketing tools
• Willingness to work in night shifts (US time zone support)

Required Skills:

• Excellent written communication and grammar
• Strong customer handling and conflict resolution skills
• Attention to detail and accuracy
• Ability to manage multiple chats simultaneously
• Basic understanding of financial terminology
• Analytical thinking and problem-solving ability

Preferred Skills:

• Experience in Canadian banking or credit card processes
• Knowledge of collections or closed account servicing
• Exposure to regulatory environments (OSFI, PIPEDA awareness – preferred but not mandatory)

Key Competencies:

• Customer-centric approach
• Compliance orientation
• Emotional intelligence
• Time management
• Adaptability

Performance Metrics:

• Quality Score ≥ 90%
• CSAT as per business target
• Adherence to schedule ≥ 95%
• Error-free documentation