Customer support voice

As a member of our team, you will be responsible for servicing inbound phone enquiries from Members requesting service and support in the BFSI domain through the Voice (International Voice Process) channel. Your relevant experience in the International Voice process, along with excellent communication and comprehension competencies, will be crucial for this role. It is essential to maintain a typing speed of over 25 WPM and be open to working in rotational shifts. Your attitude should be customer and solution-centric, patient, empathetic, with an eye for detail. You should have a reasonable understanding of working with Google Sheet, Google Doc, Microsoft Excel, and Microsoft Word. Being flexible and adaptable to the evolving needs of a high-growth and fast-paced organizational environment is key. You will also be required to validate the identity of the caller to safeguard Member information using available information and tools. Initiating effective and timely written communication with Members, accurately capturing customer interactions, notes, and all relevant information to the case using web-based applications are essential tasks. Submitting dispute claims forms for investigation within prescribed regulatory and compliance timelines is a critical aspect of the role. You will need to execute dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations using internal and third-party web tools. Guiding Members to navigate online tools and applications for uploading documents, adhering to all policies and procedures, ensuring high-quality service delivery in a 24/7 environment are also part of your responsibilities. Taking allotted training and executing action plans discussed during coaching sessions, focusing on continuous improvement according to behavioural and SMART action plans from TLs and OMs will be expected. Minimum Qualifications: - Graduate/bachelor's degree preferred - Comfortable working in a 24/7 work environment with rotational shifts - Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit, and/or credit card industry - Strong communication skills in written and verbal English, with the ability to compose grammatically correct, concise, and accurate responses Preferred Qualifications/Skills: - Excellent customer service skills and ability to assist in customer inquiries independently - Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly - Self-disciplined, diligent, proactive, and detail-oriented - Ability to effectively manage time, prioritize tasks, maintain confidentiality, and data security standards - Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook - Keen attention to detail, customer profiling, pattern identification - Basic knowledge of the Banking Industry and Regulatory Environment, with in-depth knowledge of Regulations E, Z, CFPB, FACTA, and FCRA,