26 Card Operations Jobs

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions that cater to clients" most intricate digital transformation requirements. With a workforce of over 230,000 employees and business partners spanning 65 countries, Wipro is committed to helping customers, colleagues, and communities thrive in a constantly evolving world. Role Purpose: The primary objective of this role is to offer efficient technical support to the process and proactively address client issues either directly or through prompt escalation to meet process SLAs. Responsibilities: - Manage transactions in line with the required quality standards to support the process - Handle all incoming help requests from clients courteously via telephone and/or emails - Document all relevant end-user identification details, including name, department, contact information, and nature of problem - Maintain updated availability in the RAVE system to ensure process productivity - Record, track, and document all queries received, problem-solving steps taken, successful and unsuccessful resolutions - Adhere to standard processes and procedures to resolve client queries - Resolve client queries as per the SLAs outlined in the contract - Access and update internal knowledge bases, resources, and FAQs for effective problem resolution - Familiarize with product details to enhance client interaction and troubleshooting - Analyze call logs to identify recurring trends and prevent future issues - Update self-help documents for customers to expedite resolution time - Identify and escalate critical client issues to the Team Leader in case of delayed resolution - Deliver exceptional customer service by diagnosing and troubleshooting client queries effectively - Provide product support and resolution by guiding users through solutions - Assist clients in navigating product menus and understanding features - Troubleshoot client queries in a user-friendly and professional manner - Maintain logs and records of customer queries as per guidelines - Process and record incoming calls and emails accurately using designated software - Offer alternative solutions to retain customer business - Communicate effectively and appropriately to listeners and situations - Follow up with customers to record feedback and ensure compliance to contract/SLAs Requirements: - Mandatory Skills: Retail Banking (Card Operations) - Experience: 1-3 Years Join Wipro to be a part of a modern reinvention where constant evolution and empowerment are key. Be inspired to reinvent yourself, your career, and your skills in a business powered by purpose. Applications from individuals with disabilities are encouraged and welcomed. Performance Parameter: - Process: Number of resolved cases per day, compliance to process and quality standards, meeting SLAs, Pulse score, Customer feedback - Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed Wipro is dedicated to empowering individuals to design their own reinvention and realize their ambitions. Come be a part of a business that embraces change and innovation.,

Primary Technical Skills Strong expertise in software testing methodologies manual and automation Experience in test planning execution and reporting Proficiency in defect management and root cause analysis Excellent leadership and team management capabilities Strong communication and stakeholder engagement skills Cards domain including transaction processing and life cycle management Experience in Scheme Compliance and Scheme Certification Testing Proficiency in Groovy scripting for test automation and validation Excellent stakeholder management and communication skills Secondary Technical Skills Working knowledge of JIRA for test planning tracking and defect management Familiarity with Confluence for documentation and collaboration Exposure to other testing tools and frameworks relevant to financial services Understanding of Agile and DevOps practices in test environments Key Responsibilities and Tasks Define and lead the testing strategy for cardbased transaction systems Manage endtoend testing across the transaction life cycle ensuring compliance and performance Coordinate scheme certification efforts with payment networks and regulatory bodies Collaborate with development product and business teams to align testing goals Drive defect triage root cause analysis and resolution tracking Ensure test coverage and traceability using JIRA and Confluence Mentor QA teams and promote best practices in test design and execution Report testing progress risks and outcomes to senior stakeholders Preferred background and qualifications Bachelor or Master Degree in Computer ScienceEngineering or similar education Knowledge of BankingPayments domain Excellent communication skills Attention to detail Analytical mind and problemsolving aptitude Strong organizational skills Preferred personal qualities Service minded and takes responsibility within relevant working areas Good at communicating actively appreciating and respecting diversity in the work environment Working in a structured and analytical way Ability to adapt and react to changes

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions that cater to clients" complex digital transformation requirements. With a vast portfolio of capabilities in consulting, design, engineering, and operations, we assist clients in achieving their most ambitious goals and establishing sustainable, future-ready businesses. Our global presence spans over 65 countries, with a team of over 230,000 employees and business partners committed to supporting customers, colleagues, and communities in an ever-evolving world. For more information, please visit www.wipro.com. The role's purpose is to offer efficient technical support to the process and proactively resolve client issues either directly or by escalating them promptly to meet process SLAs. Responsibilities include: - Managing transactions to required quality standards to support the process - Handling all incoming help requests from clients courteously via telephone and/or emails - Documenting essential end-user identification information and problem details - Updating availability in the RAVE system to ensure process productivity - Recording, tracking, and documenting all queries received and resolutions - Following standard processes and procedures to address client queries within defined SLAs - Accessing and updating internal knowledge bases to aid in effective problem resolution - Identifying and learning product details for better client interaction - Analyzing call logs to identify trends for proactive problem prevention - Maintaining self-help documents for customers to expedite issue resolution - Escalating serious client issues to Team Leader when necessary - Providing excellent customer service through effective diagnosis and troubleshooting - Guiding clients through step-by-step solutions and product navigation - Recording and processing all customer queries accurately - Offering alternative solutions to retain customer business - Communicating effectively with clients and team members - Undertaking product trainings to stay updated with features and updates - Collaborating with team leaders to enhance client service through training and learning initiatives - Participating in self-learning opportunities to update job knowledge and maintain personal networks Key Performance Parameters: - Number of cases resolved per day, compliance to process and quality standards, SLA adherence, Customer feedback - Productivity, efficiency, absenteeism, Training Hours, Technical training completion Mandatory Skills: Retail Banking (Card Operations) Experience: 1-3 Years Join us at Wipro and be a part of our journey to reinvent and transform. We are looking for individuals who are inspired by reinvention, both professionally and personally. Embrace change and evolve with us as we navigate through a dynamic business landscape. Come to Wipro and realize your ambitions in an environment that encourages continuous growth and reinvention. Applications from individuals with disabilities are encouraged and welcomed.,

Job description Looking for 5 +years experience in Fraud Disputes, 2+ Years as team Lead Work From Office Job Location: Pune 1 Way cab facility Night Shift Notice Period- Immediate to 1 Month (maximum) Essential skills: 5 years of relevant experience in Fraud Disputes Excellent written and verbal communication skills. An investigative curiosity with strong critical thinking skills and the ability to communicate vision across the organization. Job Description Managing Daily Operations Managing Team of upto 15 resources Team mentoring and coaching individual associates who may fall below desired performance Handle first level escalations on process issues that cannot be resolved by agents Monitoring and ensuring closure of daily/weekly and monthly deliverables Managing SLA, Daily reporting, Agent's leave planning Monitor random calls/cases to improve quality, minimizing errors and track operative performance. Continuously contribute towards process improvement Maintain a strong knowledge of products and services for customers that we are servicing Interested Please Contact-Krishna-8072255275

Key Responsibilities Disputes/Difference between Disputes and Fraud Transaction Monitoring: Review and analyze card transactions for potential disputes or fraudulent activity. Dispute Resolution: Investigate and resolve customer disputes related to credit/debit card charges, including chargebacks and refunds. Documentation: Compile evidence and submit response documents based on card network rules and reason codes. Compliance: Ensure adherence to Visa, Mastercard, and other card network regulations. Customer Support: Communicate with customers to understand issues and provide timely resolutions. Reporting: Maintain detailed records of disputes and generate reports on trends and resolution outcomes. Collaboration: Work with internal teams (fraud, customer service, legal) and external partners (banks, processors) to resolve cases efficiently.

Role & responsibilities: Previous working Knowledge of FCU and Hunter tool would be added advantage. Identifying application inconsistencies and detecting suspicious applications across multiple channels Review applications referred due to rules defined in Hunter to decision applications across multiple channels. Knowledge and understanding of Bureau and Trans Union CIBIL report Review the cases with regards to KYC or any document attached and identify fraud / risk if any and to highlight Review Income documents & identify in case of fudged documents This would require Outbound calling to detect Fraud To detect fraudulent activity and take appropriate action to reduce financial loss Actively work with internal and external stake holders to share trends on the recent fraud practices and share recent trends with Management. Job specific skills: Filter suspicious applications basis rules defined in Tool (Hunter) Identify Inconsistencies at the application level for applicants Knowledge of working on HUNTER mandatory Knowledge and understanding of Bureau and Trans Union CIBIL report Ability to resolve complex problems with minimal guidance Excellent writing, interpersonal, and communication skills Ability to excel in a fast-paced environment with multiple priorities. Proficient in Microsoft Excel, PowerPoint, and Word Ability to communicate with internal and external management in all levels and in all aspects of acquiring. Knowledge of KYC understanding and identification would be an added advantage Should be well-versed with RBI guidelines Should be having good knowledge on market fraud cases and should be able to detect fraudulent documents

The ideal candidate will be responsible for ensuring end-to-end transaction validation across Visa/Mastercard networks, switch systems, and internal Customer balance ledgers. Required Candidate profile The role includes handling Reconciliation, Settlement with Bank based on Network reports, customer refunds, chargebacks,dispute resolution,exception management,revenue tracking, and regular reporting.

Wipro Limited is a leading technology services and consulting company dedicated to creating innovative solutions that cater to the most complex digital transformation needs of clients. With a vast portfolio of capabilities in consulting, design, engineering, and operations, we aim to help clients achieve their ambitious goals and build sustainable businesses prepared for the future. Our global team of over 230,000 employees and business partners spread across 65 countries is committed to ensuring the success and growth of our customers, colleagues, and communities in a rapidly evolving world. The role at Wipro involves providing effective technical support to the process and resolving client issues promptly to meet process SLAs. The responsibilities include managing transactions with high quality standards, handling incoming help requests from clients via telephone and emails courteously, documenting relevant end user information, updating availability in the RAVE system for process productivity, recording and tracking all queries, following standard procedures to resolve client issues within defined SLAs, maintaining internal knowledge bases for effective problem resolution, and identifying trends in call logs to prevent future problems. In addition to providing excellent customer service through diagnosing and troubleshooting client queries, the role involves offering product support, guiding clients through step-by-step solutions, assisting with product navigation, maintaining logs of customer queries, processing incoming calls and emails accurately, suggesting alternative solutions to retain customers, and communicating effectively with clients. To ensure operational excellence and maintain superior customer service levels, the role requires undertaking product trainings, enrolling in client-specific trainings, collaborating with team leaders to identify training themes, updating job knowledge through self-learning opportunities, and participating in personal networks for growth. Performance parameters for the role include the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and the number of technical trainings completed. Mandatory skills for this role include experience in Retail Banking (Card Operations) with a required experience range of 1-3 years. Wipro is committed to reinventing its business and industry and seeks individuals who are inspired by reinvention, constant evolution, and personal growth. We invite you to join a purpose-driven business that empowers you to design your own reinvention and realize your ambitions. Applications from people with disabilities are highly encouraged to apply.,

Key Responsibilities: • Fraud and Credit Risk Review: o Review new applications for fraud and credit risk, making outbound calls for fraud and employment verification. o Analyze conversations with applicants in real-time to assess potential fraud risk. o Document and approve requirements based on analysis of credit policies. • Credit Management: o Administer and control credit terms and limits. o Perform credit limit reviews, reinstatements, and account maintenance. o Assess creditworthiness of prospective customers, approving, recommending, and negotiating credit terms and limits appropriate to the customers requirements and ability. • Customer Interaction: o Communicate directly with applicants, adhering to brand standards. o Liaise effectively with other areas impacting the Credit Department. o Provide exceptional customer service while maintaining high efficiency and accuracy in data analysis and report tracking. • Compliance and Reporting: o Maintain/exceed established standards and targets, adhering to all credit policies, procedures, and guidelines to mitigate risk. o Ensure high levels of accuracy in report maintenance and tracking. Qualifications and Requirements: • Educational Background: o Bachelor's degree in Finance, Business Administration, or a related field preferred. • Experience: o Previous experience reviewing and approving credit is an asset. o Minimum of 1-2 year of customer service experience. o Credit card experience required; credit and fraud experience is an asset. • Skills and Competencies: o Strong communication skills with an excellent command of English (French is an asset) and a professional telephone manner. o Demonstrated analytical and judgment skills required in dealing with moderately complex procedures and situations. o Ability to communicate tactfully with various levels of business management in a professional manner. o Strong organizational and time management skills with the ability to prioritize and manage a heavy workload. o Demonstrated ability to implement change efforts. o Highly motivated with the ability to work independently in a fast-paced team environment. o Knowledge of PCs and strong keyboarding skills. o Proficiency in MS Word, Excel, and Outlook is an asset. o TSYS/ADM system knowledge is an asset. o Flexibility and willingness to work overtime as required. Additional Information: • This role requires rotational shifts, which may include evenings, weekends, and holidays. • The position offers opportunities for professional growth and development within the Credit Card Operations department.

Role & responsibilities Perform daily reconciliation between Visa/Mastercard settlement files, switch data and customer ledger. lnvestigate and resolve reconciliation mismatches, including partial settlements, late settlements, and duplicate trnsactions. Process and manage refunds, chargebacks, and reversals as per Visa/Mastercard dispute resolution rules. Monitor and resolve customer service tickets related to transaction issues, failed loads, ATM disputes, and balance mismatches. Prepare and submit settlement reports, income calculations (markup/interchange), and MIS dashboards to internal and external stakeholders. Coordinate with Settlement banks, Switch and card networks for transaction verification and resolution. Maintain and track revenue accounting from forex markups and interchange fees. Generate Visa/Mastercard reports and ensure compliance with network and RBI regulatory requirements. Manage exception reporting and escalate unresolved issues to appropriate teams. Ensure TAT and SLA adherence for all reconciliation and dispute cases. Requirements 3-5 years in cards operations, preferably in Forex Card programs, with hands-on experience in Visa/Mastercard reconciliation, chargebacks, Recon & settlement. Knowledge of CMS, reconciliation tools, and ticketing platforms (e.g., JIRAj. Familiarity with RBI and network guidelines related to cross-border transactions and forex cards. Proficiency in MS Excel and handling large volumes of transactional data with accuracy. Good understanding of GL entries, card network flows, and transaction lifecycle. Excellent communication skills verbal and written. Strong analytical and problem-solving skills with an eye for detail. Ability to work independently and meet tight deadlines. Preferred Skills Prior experience in a FinTech, bank, or payment processing environment. Exposure to income accounting, FX mark-up calcuation, and interchange billing. Hands-on with Visa Online, Mastercard Connect portals for daily file management.

You will be working as an Analyst in the Retail Banking Card Operations domain at Accenture, a global professional services company known for its expertise in digital, cloud, and security services. With over 699,000 employees serving clients in more than 120 countries, Accenture aims to create value and shared success through technology and human ingenuity. Your primary responsibilities will include delivering and supporting change communication across recruiting technologies, managing strategic communication programs, developing innovative campaigns for change management, and ensuring alignment with various stakeholders. You will be responsible for creating communication collateral such as presentations, emails, and knowledge base materials to achieve specific objectives. Feedback mechanisms and metrics tracking will be essential to measure communication goals and tools effectively. To excel in this role, you should have at least 5 years of experience in internal communications within a large or mid-size organization. Preferred qualifications include a background in English, journalism, psychology, mass media, or an MBA. Strong writing, editing, and proofreading skills are essential, along with the ability to customize content for different audiences. Additionally, you should possess storytelling, speaking, and creative skills, as well as a passion for technology and business understanding. As an integral part of the team, you will need to perform well under pressure, demonstrate results orientation, collaborate effectively, and communicate clearly both in writing and verbally. Your interpersonal skills will be crucial for building relationships with internal teams, stakeholders, and senior executives. Experience with communication platforms like MS Teams, Outlook, PowerPoint, Yammer, and WordPress will be beneficial, along with knowledge of Workday Recruiting and other recruiting tools. In this role, you will analyze and solve complex problems, interact with peers and clients, and make decisions that impact your work and potentially others". You will operate as an individual contributor or oversee a small team, requiring minimal guidance for daily tasks and moderate instruction for new assignments. Please be aware that this position may involve working in rotational shifts to support business requirements.,

Hiring For Fraud Analyst Walkin Interview On Date 18-7-2025 Profile- Fraud Analyst, Fraud Prevention, Fraud Detection, Fraud Monitoring, Fraud Control Experience 6months - 3 years in Fraud Analyst Package upto- 5.75LPA Excellent Communication Skills required 5 Days Working & 24*7 Shift Graduation Required Location- Pune For more Info Contact with Priyanka 9366772439 & Sonia 7011255603 Email id- priyanka@manningconsulting.in / Sonia@manningconsulting.in

Role & responsibilities: 1. Re-KYC & Demographic Updates (DA) Process Management: End-to-end handling of Re-KYC activities specifically, Manage the receipt and processing of physical documents submitted for Re-KYC & DA activities. Responsible for handling PAN-India customer requests related to email and portal issues concerning demographic amendments. This includes changes to mobile numbers, email addresses, dates of birth, names, addresses, and Re-KYC updates. Thorough verification of customer-submitted documents before processing Re-KYC requests. Any discrepancies or anomalies identified during document review must be promptly escalated to the Reporting Manager. Ensure that all requests are processed only after receiving the necessary approvals. Maintain accurate MIS and logs for all Re-KYC requests received versus successfully processed cases. Manage the assigned portfolio efficiently, ensuring no gaps or delays in processing. 2. CKYC Updates and Modifications: For Re-KYC cases involving address updates, ensure timely uploads to the CKYC portal in line with regulatory requirements. Staff must accurately update customer details and upload supporting documents to the portal on a daily basis. Job specific skills: Applicants should possess the following attributes: A proactive team player with a collaborative approach and a quick learning ability In-depth understanding of Re-KYC processes Familiarity with CKYC processes is an added advantage Strong analytical skills with high attention to detail Proficient in data entry and experienced in using Microsoft Excel effectively.

Roles and Responsibilities Manage chargeback disputes from initiation to resolution, ensuring timely and effective processing. Basic understanding of banking processes, especially Card fraud/Dispute types Collaborate with internal teams to investigate and resolve card disputes, maintaining high customer satisfaction ratings. Utilize expertise in credit card operations, dispute management, and us banking processes to minimize losses and optimize outcomes. Develop strong relationships with customers through excellent communication skills, empathy, and problem-solving abilities. Stay up-to-date on industry trends and regulatory changes to continuously improve knowledge and performance. Details : Work from Office 5days Both Side Cabs US Shifts Please share your cv at surbhi.malhotra@nlbtech.com

Roles and Responsibilities Manage chargeback disputes from initiation to resolution, ensuring timely and effective processing. Basic understanding of banking processes, especially Card fraud/Dispute types Collaborate with internal teams to investigate and resolve card disputes, maintaining high customer satisfaction ratings. Utilize expertise in credit card operations, dispute management, and us banking processes to minimize losses and optimize outcomes. Develop strong relationships with customers through excellent communication skills, empathy, and problem-solving abilities. Stay up-to-date on industry trends and regulatory changes to continuously improve knowledge and performance. Details : Work from Office 5days Both Side Cabs US Shifts

Mandatory: Establish partnerships and farm relationships with Financial Institutions (NBFC/MFI/ECOM/Logistics) and Government organizations for Direct to Retail (Cash Business) Target Industry: BFSI & Fintech Working:5 days Timings: 9.30 AM-6.30 PM

Purpose: Assess and enhance the effectiveness of the internal control framework to mitigate operational, financial, and reputational risks. Key Responsibilities: Control Reviews: Perform targeted assessments of existing controls against governance frameworks, regulations, and best practices. Issue Management: Identify control gaps, quantify their impact, and drive remediation through clear action plans. Reporting & Insights: Develop concise reports and dashboards to communicate findings and recommendations to senior stakeholders. Stakeholder Collaboration: Advise business and support functions on control design, policy development, and process improvements. Continuous Improvement: Embed risk-based thinking into change initiatives and digital transformations to strengthen control culture. Leadership (if applicable): Coach and develop a small team of control-testing specialists, setting clear objectives and monitoring performance. Qualifications & Experience: Professional Credentials: CA, CIA, CPA, or equivalent qualification in auditing, risk, or controls. Domain Expertise: 5+ years in internal audit, control assurance/testing, or operational risk roles within financial services. Cards Risk Controls: Proven experience in risk controls for cards (acquiring/issuing) with an international bank is mandatory. Framework Knowledge: Hands-on experience with COSO, SOX, Turnbull, Basel II, or similar control frameworks. Technical Skills: Advanced proficiency in Excel, PowerPoint, and data-analysis tools. Stakeholder Management: Proven ability to influence senior leaders through data-driven recommendations. In an era of real-time data and AI-powered analytics, how might we transform traditional periodic control testing into continuous, automated monitoringespecially within card operations—to both anticipate emerging risks and drive faster, more proactive remediation?

Role : Operations Associate Location: Thane What will a successful Operations Associate do at Fiserv? The purpose of the position is that the person will be responsible for processing the chargebacks on daily basis Visa/MasterCard/EFTPOS/Amex/CUP. Ensuring that that all SLAs are met, queries, problems and incidents are dealt with in a timely and efficient manner for the Operational Efficiency. What will you do? Perform chargebacks efficiently to meet SLAs. Handling advance dispute stages like Arbitrations/Compliance filing. Preparing and sending chargeback reports as per client requirement. Checking and reconciling chargeback financials within area of responsibility. Identify discrepancies in processing & implement fixes. Collecting and analyzing data files to identify trends, patterns, anomalies, and other helpful information. Daily check lists, whilst meeting our contractual SLAs. Carrying out any other activities allocated to the role. What will you need to know? Minimum 3-4 years of working experience in Finance / Banking industry or others that relate to Acquiring Chargebacks processing, Banking & Payment and settlement operation functions. Proven understanding of Chargeback related knowledge such as Scheme incoming/outgoing files, skillset to read and understand the chargebacks, using merchant evidence to prepare rebuttal and case defence. Card operations debit card / credit card/ prepaid card, POS, transaction flow etc. Good interpersonal skills and the ability to multitask in a demanding and fast paced environment. What will be great to have ? Demonstrable analytical and problem-solving skills. Proven ability to handle time critical and deadline orientated workload. IT Skills - Excel, Word, Outlook, familiarity with process improvements and AI options • Query Management.

Role & responsibilities: Key highlights of the role are listed below (purely indicative and not limiting): This position would include the mentioned set of responsibilities but not limited to: Checking & uploading daily payments received through different modes on T+1 basis. Real time Credit posting and release of OTB. Maintaining unidentified payments details. Processing Refunds & Closed card refunds with approvals & Finance team. Follow-up / communicating with Service branch, Vendors. Responding to customers within TAT by following the business process requirement IT follow up/issues or any other technical issues follow up & resolution. Processing of cardholder payments on real time basis for successful debits. Investigate with the BOB branch on the payment transactions if details are not received in the Payment file. Updation of rejected payments & its reconciliation. Debit/Credit posting adjustment to the cardholders. Reconciliation of Payment file and related GLs MIS maintenance. Applicants should possess the following attributes: Strong analytical and decision-making skills Customer Orientation Flexibility in hours of operation Professional written and verbal communication and Interpersonal skills Ability to communicate well at all levels of the organization

Analyze and investigate fraud claims, handle chargebacks, resolve disputes, and manage high-risk transactions. Communicate with customers/merchants, respond to inquiries, and track fraud trends. Ensure accuracy, efficiency, and customer satisfaction.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking(Card Operations).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking(Card Operations).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking(Card Operations). Experience: 1-3 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking (Card Operations).

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Retail Banking (Card Operations).