Agent

**Role Name:**Agent

**Reporting to:**Team Lead

Preferred Experience Range

• Any Graduate,12 years in inbound voice/email (BFSI preferred)
  • Versant 3.5+ (mandatory); email writing proficiency (grammar, tone, clarity)
  • Exposure to banking basics (accounts, cards, digital channels) is an advantage

**Location:**Bangalore, Whitefield

**Shift Timings:**6-day working, 12x7 rotational shifts (8 AM - 8 PM), 9-hour shift with 1-hour break

**Grades:**BPO 1

Responsibilities:

• Handle inbound customer calls and manage service emails per defined SLAs

• Accurately authenticate customers and record interactions in CRM

• Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP

• Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets

• Follow schedule adherence and real-time instructions from RTA/WFM

• Tag and update case dispositions; maintain email templates and tone guidelines

• Adhere to information security, data privacy and KYC guidelines

• Participate in training, nesting, and periodic re-certifications

Knowledge/Experience:

• Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics

• Customer verification/KYC steps; awareness of compliance dos & don'ts

• Standard call/email handling SOPs; complaint & escalation handling

Technical Skills:

• ACD/EPBX and softphone usage; ticketing/CRM systems

• MS Office (Outlook, Excel basics), email etiquette tools/templates

• Typing speed 35+ wpm; accuracy in data entry

Competencies:

• Clear communication (English/Hindi); vernacular advantage

• Empathy, patience, problem solving

• Attention to detail and process discipline

• Resilience under volume spikes; teamwork