Customer Support || Chat Process || Mumbai(Malad)

Position Overview

Specialized customer service role supporting retail banking customers in card- and benefits-related queries, including transactions, reward programs, and regulatory compliance related to banking products.

Mandatory Experience Requirement

Domain Experience (Minimum 2-3 years) Direct experience handling customer queries related to:

Debit cards

Card transactions (domestic and international)

Benefits management

Banking products (Checking, Savings, Reservations)

Fraud detection and dispute resolution

Use of BackOffice/ other comparable products

Banking & Regulatory Knowledge

Demonstrable experience with:

Banking regulations affecting card services (e.g., PSD2, GDPR compliance)

Transaction dispute resolution processes

Chargebacks, refunds, and reversals

Compliance checks related to card usage

International Exposure (Preferred)

Understanding of cross-border card transactions and fees

Familiarity with handling multi-currency payments and conversions

Technical Competencies

Transaction Handling & Support Experience in:

Card transaction monitoring and reconciliation 1

Identifying fraudulent or suspicious transactions

Processing adjustments, refunds, and chargebacks

Resolving issues related to Benefits, saveback, Roundup

Data & Reconciliation Skills

Proven track record in:

Transaction verification and reconciliation

Working with banking databases and large datasets

Identifying discrepancies and providing corrective actions

Required Skills & Qualifications

Numerical & Analytical Proficiency

Comfortable working with transaction amounts, fees, percentages, and cashback calculations

Strong attention to detail and ability to detect inconsistencies in statements

Language Requirements

English: Fluent (C1 level minimum)

Clear communication: ability to explain banking processes, card terms, and benefits to customers in simple terms

Systems Experience

CRM systems for case management

Core banking or card processing systems

Ticketing tools for customer query management

Preferred Industry Background

Ideal candidates will have worked for:

Retail banks with card issuing services

Online or digital banks

BPO/Shared service centers supporting banking operations 2

Card payment processing companies or fintechs

Key Responsibilities Preview

The selected candidate will handle:

Responding to complex card-related queries within 24-48 hour SLA

Resolving transaction disputes, fraudulent charge claims, and refunds Supporting customer inquiries about rewards, loyalty points, and benefits

Processing card-related adjustments and escalations

Ensuring compliance with regulatory guidelines and internal policies

Must-Have

Minimum 2 years in banking customer support, preferably cards

Documented experience with handling card transactions and disputes Quantitative aptitude test score > 80% (for transaction and fee calculations)

Case study: Resolve a complex card transaction dispute scenario

Red Flags (Automatic Disqualification)

No hands-on experience with banking card operations

Generic customer service background without financial services exposure

Inability to explain basic card types, fees, or benefits programs.