Customer Service Associate – US Banking & Card Services

Location: Mumbai – Malad
Work Setup: Work from Office
Process: International Voice – US Banking & Card Services
Shift: US Night/Midnight Shifts, including staggered schedules
Experience: 1–10 Years
Salary: ₹20,000 – ₹60,000 per month
Employment Type: Full-time

About the Role

We are looking for Customer Service Associates to support customers through an international voice process for US banking and card services. The role involves handling customer enquiries, providing accurate information, resolving concerns and delivering a professional customer experience while meeting service and quality targets.

Key Responsibilities

• Handle customer interactions professionally and efficiently.

• Resolve customer enquiries and provide accurate information.

• Meet individual and team service-level, quality and productivity targets.

• Achieve KPIs such as customer satisfaction, average handling time and overall customer experience.

• Stay updated with process, product and policy changes.

• Apply coaching feedback and corrective actions consistently.

• Protect customer information and follow all process and compliance requirements.

• Maintain a positive and customer-focused approach throughout interactions.

Candidate Requirements

• Excellent spoken English with strong listening and comprehension skills.

• Clear sentence construction and confident communication.

• Customer-focused approach with a positive attitude.

• Strong teamwork and willingness to learn.

• Ability to accept feedback and implement it effectively.

• Comfortable working in a performance-driven contact-centre environment.

• Willingness to work night/midnight shifts, weekends and staggered schedules.

Education & Experience

• Graduates: 1–10 years of relevant contact-centre/customer service experience.

• HSC/12th Pass: Minimum 18 months of relevant contact-centre experience, with experience considered up to 10 years.

• Candidates with experience outside these ranges may be considered based on education, employment stability, recent designation and role relevance.

Work Expectations

• Work from office at Malad, Mumbai.

• Predominantly US night and midnight shifts.

• Staggered schedules may apply.

• Weekend work and six-day working schedules may be required based on business needs.

• The role involves handling customer calls for a sustained portion of the shift.

Selection Process

HR Screening → Voice & Accent Assessment → Operations Interview

Fast-Track Consideration

• Graduates with at least 12 months of relevant experience may be considered for direct progression to the Operations round for eligible grades.

• HSC/Undergraduate candidates with 18–24 months of relevant experience may be considered for direct progression to the Operations round for eligible grades.

Documents Required

Identity & Address Proof:

• Aadhaar Card

• PAN Card

• Accepted alternate address proof

Academic Documents:

• 10th marksheet/certificate

• 12th marksheet/certificate

• Undergraduate/Postgraduate marksheets and certificates, if applicable

Employment Documents:

• Offer letter

• Experience letters

• Payslips

• Available bank statements

• Employment separation documents

Mandatory for Experienced Candidates:

• EPFO Service History downloaded from the EPFO Member Portal

Interview Availability

Virtual hiring is conducted Monday to Saturday. Eligible profiles may be submitted between 11:00 AM and 5:00 PM for possible same-day processing.

Mandatory Questionnaire

Questionnaire Form: https://myglit.com/lateral/cref/5e9198749a

Important: Filling out the questionnaire form is mandatory for all interested candidates. Candidates who do not complete the form may not be considered for the recruitment process.