Banking Process (customer service representative)
Published date: 2026/11/07
- Location: Maharashtra , Pune, India
To provide one-stop customer service for all communications received from multiple channels - Phone, Email, and Chat
from SME & non-individual customers.
To address Calls/Chat/Email inquiries from customers on banking products, accounts, and services in an effective and
efficient manner.
To handle customer queries on Internet Banking, understand the issues, and work on troubleshooting the issues.
To work with the Tech team to resolve the technical issues on Internet Banking.
To understand customers’ needs and provide solution/attention to them.
To fulfill customer requests, ensuring total customer satisfaction.
To demonstrate strong work commitment and work ethic.
To identify up/ cross-sell opportunities
To solicit customer feedback
∙Gather customers’ feedback and identify problem trends
∙Highlight them to TM & OM for discussion & improvement actions
To adhere to the schedule of work & be available for deployment at short notice when on standby.
Able to work shifts (inclusive of night shifts periodically)
Requirements1. Handle queries for DBS India Current account customers (Inbound & Outbound).
• Kept abreast of all activities and new products being launched by Bank.
• Address and resolve queries raised by customers through various channels.
• Basic troubleshooting of issues notified by customers and highlight them to the relevant team for resolution
• Document all queries in the banking system for future reference/tracking.
• To complete & meet all customers’ requests within risk, compliance, and quality standards on time.
• To consistently adhere to and meet contact center set targets (KPIs) without compromising the quality of service
delivery.
• To adhere to professional standards of behavior & conduct in dealing with customers & employees
Experience
Non-technical Experience
• Excellent Communication skills, good
writing skills (English and Hindi
Mandatory)
• Ability to communicate and understand
multiple regional languages (Preferably
Tamil or any other south Indian language)
Technical Experience
• Experience in Indian Banking industry
• Basic understanding of RBI Regulations
• Basic knowledge about Corporate Banking
from SME & non-individual customers.
To address Calls/Chat/Email inquiries from customers on banking products, accounts, and services in an effective and
efficient manner.
To handle customer queries on Internet Banking, understand the issues, and work on troubleshooting the issues.
To work with the Tech team to resolve the technical issues on Internet Banking.
To understand customers’ needs and provide solution/attention to them.
To fulfill customer requests, ensuring total customer satisfaction.
To demonstrate strong work commitment and work ethic.
To identify up/ cross-sell opportunities
To solicit customer feedback
∙Gather customers’ feedback and identify problem trends
∙Highlight them to TM & OM for discussion & improvement actions
To adhere to the schedule of work & be available for deployment at short notice when on standby.
Able to work shifts (inclusive of night shifts periodically)
Requirements1. Handle queries for DBS India Current account customers (Inbound & Outbound).
• Kept abreast of all activities and new products being launched by Bank.
• Address and resolve queries raised by customers through various channels.
• Basic troubleshooting of issues notified by customers and highlight them to the relevant team for resolution
• Document all queries in the banking system for future reference/tracking.
• To complete & meet all customers’ requests within risk, compliance, and quality standards on time.
• To consistently adhere to and meet contact center set targets (KPIs) without compromising the quality of service
delivery.
• To adhere to professional standards of behavior & conduct in dealing with customers & employees
Experience
Non-technical Experience
• Excellent Communication skills, good
writing skills (English and Hindi
Mandatory)
• Ability to communicate and understand
multiple regional languages (Preferably
Tamil or any other south Indian language)
Technical Experience
• Experience in Indian Banking industry
• Basic understanding of RBI Regulations
• Basic knowledge about Corporate Banking
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