Walk-in || Tcs BPS Banking domain - Customer Care Agent

Job description

**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 **NOTE :** 1. **English & Hindi fluency is mandatory.** 2. **6 days working, day shift,** 3. **no transportation provided** 4. **Work location - Whitefield,Bangalore**