Senior Process Associate Voice

Job description

We are seeking a customer-focused and experienced Senior Customer Support Representative to support Business Banking customers across inbound and outbound voice, live chat, and shared inbox/email channels. The role is responsible for delivering exceptional customer service, resolving complex queries, managing written and verbal interactions within agreed service levels, ensuring compliance with banking regulations, and supporting customers across a range of business and commercial banking products and services Key Responsibilities Customer Service & Relationship Management Handle inbound and outbound voice interactions, live chats, and customer enquiries received through shared inboxes/email for Business Banking customers. Provide accurate information regarding banking products, services, accounts, payments, and transactions across all supported channels. Manage multiple live chat conversations where applicable, while maintaining accuracy, professionalism, data security, and response quality. Review, prioritise, action, and respond to inbox/email cases within agreed service levels, including appropriate case categorisation, documentation, and escalation. Resolve customer queries and complaints consistently across voice and digital channels, ensuring clear ownership through to closure. Deliver a positive customer experience through professional, customer-centric verbal and written 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 through voice, chat, and inbox/email. Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries. Maintain accurate case notes, correspondence records, customer authentication details, and audit trails across CRM, inbox, and banking systems. Route or escalate complex and time-sensitive cases to the appropriate teams, monitor progress, and communicate updates to customers. Performance & Quality Meet and exceed key performance indicators including: Customer Satisfaction (CSAT/CES) Quality Scores across voice, chat, and inbox/email First Contact Resolution (FCR) Average Handling Time (AHT) Chat response time and concurrency Inbox/email turnaround time and service-level compliance Backlog and ageing management 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 customer service/contact centre operations, with exposure to voice and digital support channels such as live chat and shared inbox/email. Mandatory experience in Corporate Banking and Commercial Banking operations. Experience within Business Banking, Financial Services, or Banking Contact Centre environments is essential. Experience managing customer cases, written correspondence, inbox queues, service-level targets, and escalations is preferred. Experience handling international banking customers will be an added advantage. Mandatory Requirements Willingness to work in rotational shifts, including weekends and public holidays, as per business requirements. Willingness to work from the office based on business needs. Other Requirements 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, with the ability to adapt tone and structure for voice, chat, and email interactions. Strong problem-solving and customer handling capabilities. Ability to manage difficult customer conversations professionally across verbal and written channels. Ability to multitask, manage concurrent chats, prioritise inbox queues, and meet channel-specific service levels. Strong written accuracy, grammar, attention to detail, and case documentation skills. Good analytical and decision-making skills. Proficiency in CRM systems, chat platforms, shared mailbox tools, and banking applications. 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 230,000 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 September 2026 totaled $14.8 billion. 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