Customer
The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.
Level: Associate (Junior Associate, Lead Junior Associate, Associate, Lead Associate)
The Contact Center Associate in the Banking sector is a customer-facing role responsible for delivering comprehensive voice-based support for banking products, services, and transactions. This position requires managing diverse customer inquiries ranging from routine account questions to complex financial concerns while maintaining regulatory compliance and security standards. The associate acts as a trusted banking representative, handling sensitive financial information with discretion, resolving issues efficiently, and contributing to customer retention through exceptional service delivery. This role combines technical banking knowledge with strong interpersonal skills to support customers across their banking journey.
Work you’ll do:
Customer Interaction & Support
· Handle high volumes of inbound customer calls regarding various banking products and services in the following areas:
o Everyday Banking (EVD) – General banking queries & transactions, like account details, account opening, service requests, account types, benefits, charges, products & services etc.
o Credit (CC) – Credit-related services, such as credit cards, loan applications, payment assistance & collection, account management, credit limits etc
o Overnight – Canadian night-time support for Everyday Banking (EVD) and Credit (CC) services
o Retention – Retention efforts, such as payment flexibility, adjustments in charges & penalties, product offers & discounts, extensions in due dates etc
o e-Services – Provide different e-services, such as account opening, updating personal details, login issues, pin management, requests for cheque books etc
o Outbound – Outbound calls in specific situations for resolving requests or issues that need longer intervention or approvals
o CES (Support / Escalations) – Floor support and phone escalations, generally limited to lead senior associates or deputy managers
· Make outbound calls for follow-ups, surveys, or proactive customer engagement
· Listen actively to customer concerns and provide accurate information
· Resolve customer complaints and issues in a timely manner
· Escalate complex issues to senior team members or supervisors when necessary
Information Management
· Document all customer interactions accurately in the CRM system
· Maintain detailed call logs and case notes
· Update customer information and ensure data accuracy
· Follow standard operating procedures and call scripts
Quality & Performance
· Meet daily, weekly, and monthly call handling targets
· Maintain quality standards as per company guidelines
· Adhere to average handling time (AHT) and first call resolution (FCR) metrics
· Participate in regular coaching and feedback sessions
Compliance & Process
· Follow company policies, procedures, and compliance requirements
· Maintain confidentiality of customer information
· Adhere to scheduled shifts, breaks, and attendance requirements
· Stay updated on product/service changes and company announcements
The team:
Our Digital Foundry Operate & Innovations (DFO&I) team partners with organizations to rapidly design, build, and scale digital products and experiences that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, and operations specialists, we deliver end-to-end solutions—from initial concept and agile development to ongoing digital operations—enabling clients to experiment, iterate, and scale digital initiatives with confidence and agility. We support clients across domains such as strategy, commerce, marketing, sales, and service, helping them realize their digital ambitions through flexible, scalable teams. Our expertise spans the full digital lifecycle, including customer research, experience design, platform development, content production, and marketing automation. By bridging the gap between strategy and execution, we empower organizations to achieve measurable outcomes and deliver exceptional customer experiences in an ever-evolving digital landscape.
Qualifications
· Up-to 4 years of experience in voice-based contact center operations –
o Jr. Associate – Up-to 2 years of experience
o Associate – 2+ years of experience
- At-least 6 months of experience in banking customer service, contact center operations, or financial services
· Good communication and interpersonal skills in English (verbal and written), preferably for international clients.
· Proven track record of handling customer interactions in a regulated environment
· Experience managing sensitive financial information and confidential data
· Extensive experience with inbound call operations and customer case management.
· Experience with compliance, data privacy, and regulatory standards.
· Awareness of CRM systems, workforce management tools, and office software (e.g., MS Office, Google Workspace).
· Flexibility to work rotational shifts including nights, weekends, and public holidays
· Availability for 24/7 operations environment
· Ability to work under pressure during high-volume periods or system outages
· Willingness to undergo background verification and credit checks
· Physical ability to use headsets for extended periods (8-10 hours)
· Reliable attendance and punctuality
- · BA/B.Com/B.C.A./B.Sc/BBA (degree or equivalent from accredited university)
Location:
· Hyderabad / Chennai
Shift Timings:
- Flexible