Job Description

Job Purpose

To deliver accurate, timely, and compliant customer support by managing mailbox, callback, and inbound/outbound case workflows. The role focuses on maintaining service excellence, meeting SLAs, ensuring regulatory compliance, and contributing to a high-quality customer experience through strong ownership and proactive communication.

Key Responsibilities

• Monitor and manage assigned mailbox, callback, and customer service cases, ensuring all requests are actioned accurately within defined SLAs and turnaround times (24–48 hours).
• Provide clear, consistent, and high-quality information to customers to ensure trust, transparency, and a positive service experience.
• Conduct daily team engagement activities (e.g., huddles) and maintain alignment with operational expectations, SLAs, and team commitments.
• Record and update all customer interactions promptly and accurately in SHERLOCK or relevant systems, including actions taken, next steps, and feedback.
• Meet daily and monthly productivity targets, including inbound availability, outbound calling (minimum 60 calls per day), and case action volumes.
• Maintain required performance benchmarks, including Average Handling Time (AHT), connectivity hours, and schedule adherence.
• Proactively identify, resolve, and escalate customer or process-related issues while minimizing escalations through strong ownership.
• Ensure 100% compliance with bank policies, audit requirements, quality standards, and regulatory guidelines.
• Minimize customer complaints by demonstrating professionalism, accuracy, and proactive follow-up, maintaining valid complaints below the defined threshold.
• Submit accurate and timely weekly performance and status reports to the line manager, highlighting achievements, risks, and challenges.

Performance & Success Measures (KPIs)

• SLA and TAT adherence for all assigned cases
• Quality and accuracy of case handling and customer communication
• Productivity metrics (calls, cases actioned, system compliance)
• Audit, compliance, and governance adherence (100% expected)
• Customer experience and complaint reduction targets
• Achievement of at least “Core Contributor” rating in monthly KPIs

Key Competencies

• Strong customer focus and communication skills
• Attention to detail and high accuracy
• Time management and productivity discipline
• Risk awareness and compliance mindset
• Problem-solving and escalation management
• Team collaboration and accountability