Chat Process - Banking Process | Ntt Data | Gurgaon
- NTT DATA, Inc.
- 2 - 5 years
- Noida, Gurugram
- 6 days ago
- Email to a friend
- Report this job
Job Description
Role Overview:
The Customer Support Executive will handle chat-based interactions for Canadian credit card customers with all types of transactions. The role involves assisting customers with account inquiries, final statements, outstanding balances, settlements, disputes, documentation requests, and general post-closure support while ensuring compliance with Canadian banking regulations and data privacy standards.
Key Responsibilities:
- Handle customer interactions via live chat in a professional and timely manner
- Address queries related to:
- Open/ Closed credit card accounts
- Final statements and outstanding balances
- Payment arrangements and settlements
- Interest and fee clarifications
- Refunds (if applicable)
- Fraud /Dispute status follow-ups
- Educate customers on account closure policies and procedures
- Ensure accurate documentation of customer conversations in CRM systems
- Meet defined KPIs:
- AHT (Average Handle Time)
- CSAT (Customer Satisfaction)
- Quality & Compliance scores
- Productivity metrics
- Maintain strict adherence to:
- Canadian banking compliance requirements
- Data privacy and confidentiality standards
- Escalate complex cases to supervisors or relevant internal teams
- Participate in refresher trainings and process updates
Eligibility Criteria:
- Graduate
- 2-4 years of experience in:
- International chat process (preferably BFSI)
- Credit card or banking operations
- Strong written English communication skills
- Good typing speed (minimum 30-35 WPM preferred)
- Familiarity with CRM systems and ticketing tools
- Willingness to work in night shifts (Canada time zone support)
Required Skills:
- Excellent written communication and grammar
- Strong customer handling and conflict resolution skills
- Attention to detail and accuracy
- Ability to manage multiple chats simultaneously
- Basic understanding of financial terminology
- Analytical thinking and problem-solving ability
Preferred Skills:
- Experience in Canadian banking or credit card processes
- Knowledge of collections or closed account servicing
- Exposure to regulatory environments (OSFI, PIPEDA awareness preferred but not mandatory)
Key Competencies:
- Customer-centric approach
- Compliance orientation
- Emotional intelligence
- Time management
- Adaptability
Interested candidates can share their resume at Sh**********t@nt****a.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: BFSI, Investments & TradingRole Category: Banking OperationsRole: Banking Operations - OtherEmployement Type: FreshersContact Details:
Company: NTT DATA, Inc.Location(s): Noida, Gurugram
Keyskills: Banking Process International Chat Process Chat Process Credit Card Operations International Banking Chat Support Email Process
Similar positions
NTT DATA, Inc.
Bristlecone is a global supply chain consulting and IT services company, part of the Mahindra Group. It specializes in digital transformation, supply chain strategy, and enterprise technology solutions, serving clients across industries worldwide. With career opportunities in consulting, technology,...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in