Senior Process Associate Customer Care

Job description

The role is responsible for delivering exceptional customer service, resolving complex customer queries, ensuring compliance with banking regulations, and supporting customers across a range of business and commercial banking products and services. The ideal candidate should have strong communication skills, a solid understanding of corporate and commercial banking operations, and the ability to handle customer interactions with professionalism, accuracy, and empathy Key Responsibilities Customer Service & Relationship Management Handle inbound and outbound customer interactions for Business Banking customers. Provide accurate information regarding banking products, services, accounts, payments, and transactions. Resolve customer queries and complaints within defined service levels. Deliver a positive customer experience through professional and customer-centric communication. Identify customer needs and provide appropriate solutions while adhering to bank policies and procedures. Business Banking Operations Support customers across business current accounts, payments, treasury-related enquiries, digital banking platforms, and commercial banking services. Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries. Ensure accurate documentation and completion of customer requests. Performance & Quality Meet and exceed key performance indicators including: Customer Satisfaction (CSAT/CES) Quality Scores First Call Resolution (FCR) Average Handling Time (AHT) Schedule Adherence Productivity Metrics Maintain high standards of call quality and customer interaction. Participate in coaching, quality reviews, and knowledge refreshers Skill Requirements Education Bachelor's Degree from a recognized university. Experience Minimum 1.5 years of experience in voice-based customer service/contact centre operations. Mandatory experience in Corporate Banking and Commercial Banking operations. Experience within Business Banking, Financial Services, or Banking Contact Centre environments is essential. Experience handling international banking customers will be an added advantage. Knowledge & Skills Strong understanding of: Business Banking products and services Corporate Banking operations Commercial Banking processes Banking regulations and compliance requirements Excellent verbal and written communication skills. Strong problem-solving and customer handling capabilities. Ability to manage difficult customer conversations professionally. Good analytical and decision-making skills. Proficiency in CRM systems and banking applications Other Requirements Preferred Competencies Customer Focus Ownership & Accountability Attention to Detail Team Collaboration Effective Communication Problem Solving Adaptability Compliance Mindset Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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