Analyst-Voice

Finance, Banking & Legal · Banking & Investments · Financial Analysis · Risk Management

In short

The Analyst-Voice role in Lucknow, Uttar Pradesh, focuses on providing excellent customer service for business and commercial banking products. Responsibilities include handling voice, chat, and email interactions, resolving queries, and ensuring compliance with banking regulations.

Responsibilities

Handle inbound/outbound voice interactions, live chats, and customer enquiries via shared inboxes/email for Business Banking customers.
Provide accurate information on banking products, services, accounts, payments, and transactions across all supported channels.
Manage multiple live chat conversations concurrently, maintaining accuracy, professionalism, and data security.
Review, prioritise, action, and respond to inbox/email cases within agreed service levels.
Resolve customer queries and complaints consistently across voice and digital channels, ensuring clear ownership through to closure.
Deliver a positive customer experience through professional, customer-centric verbal and written communication.
Identify customer needs and provide appropriate solutions while adhering to bank policies and procedures.
Support customers with business current accounts, payments, treasury enquiries, digital banking platforms, and commercial banking services.
Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries.
Maintain accurate case notes, correspondence records, customer authentication details, and audit trails across CRM, inbox, and banking systems.
Route or escalate complex and time-sensitive cases to the appropriate teams, monitor progress, and communicate updates to customers.
Meet and exceed key performance indicators including Customer Satisfaction (CSAT/CES), Quality Scores, First Contact Resolution (FCR), Average Handling Time (AHT), and others.

Requirements

Bachelor's Degree from a recognized university.
Minimum 3 years of experience in customer service/contact centre operations, with exposure to voice and digital support channels (live chat, shared inbox/email).
Mandatory experience in Corporate Banking and Commercial Banking operations.
Experience within Business Banking, Financial Services, or Banking Contact Centre environments is essential.
Willingness to work in rotational shifts, including weekends and public holidays.
Willingness to work from the office.
Strong understanding of Business Banking products and services, Corporate Banking operations, Commercial Banking processes, and Banking regulations/compliance.
Excellent verbal and written communication skills.
Strong problem-solving and customer handling capabilities.
Ability to manage difficult customer conversations professionally.
Ability to multitask, manage concurrent chats, prioritise inbox queues, and meet channel-specific service levels.
Strong written accuracy, grammar, attention to detail, and case documentation skills.
Good analytical and decision-making skills.
Proficiency in CRM systems, chat platforms, shared mailbox tools, and banking applications.

Desired Qualifications

Experience managing customer cases, written correspondence, inbox queues, service-level targets, and escalations is preferred.
Experience handling international banking customers will be an added advantage.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

CRMCustomer ServiceBankingCommunicationProblem-solving

#voice#customer service#banking#commercial banking#business banking#chat#email

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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