Mega walkin For International chat/Backend Process

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Key Responsibilities:

Customer Support via Chat:

1. Live Chat Support:

2. Respond to customer inquiries and provide banking support via live chat platforms.

3. Assist customers with a range of banking queries, such as account management, transactions, loan processing, and general product-related questions.
4. Resolve customer concerns quickly and efficiently, ensuring a high level of satisfaction.

5. Provide step-by-step instructions for account-related actions, such as transfers, bill payments, or applying for products like loans or credit cards.

6. Technical Assistance:

7. Provide first-level technical support for customers experiencing issues with online banking platforms or mobile apps.

8. Troubleshoot and resolve common issues, such as login problems, transaction errors, or access to banking services.

9. Guide customers through the process of troubleshooting issues while maintaining a calm and professional demeanor.

10. Transaction Processing:

11. Process high-volume financial transactions, including wire transfers, deposits, payments, and withdrawals.
12. Ensure accurate entry of transactions into banking systems, verifying all data before processing.
13. Handle international transactions, ensuring compliance with relevant regulations, currency exchange protocols, and time-zone differences.
14. Account Management:
15. Maintain and update customer accounts, ensuring all records are up to date with accurate details.
16. Assist with the processing of account openings, closures, and amendments (e.g., address changes, account types).
17. Monitor accounts for suspicious activity, generating reports for investigation if necessary.
18. Data Entry & Record Maintenance:
19. Enter customer data into the banking systems with a high degree of accuracy.
20. Ensure all banking data (e.g., transaction history, loan records, and account balances) is accurately maintained.
21. Regularly audit data to ensure compliance with internal policies and external regulations.
22. Compliance & Risk Management:
23. Ensure all transactions and banking processes comply with local and international financial regulations (e.g., Anti-Money Laundering (AML), Know Your Customer (KYC)).
24. Monitor risk factors associated with financial operations, escalating issues to senior management when required.
25. Assist in preparing audit reports and supporting compliance audits as needed.
26. Reporting & Documentation:
27. Prepare daily, weekly, or monthly reports on transactions, financial metrics, and account statuses for management review.
28. Maintain proper documentation and records for internal and external auditing purposes.
29. Track performance metrics related to backend operations, providing regular updates to team leaders and managers.
30. System Updates & Maintenance:
31. Monitor and update banking software, ensuring that all systems are functioning smoothly.
32. Collaborate with IT and development teams to resolve system issues related to backend banking processes.
33. Ensure data integrity and implement measures to safeguard against data loss or corruption.
34. Issue Resolution & Escalation:
35. Investigate and resolve transaction discrepancies, account errors, and other operational issues.
36. Work with customer service teams to assist with any customer-related backend issues that require operational support.
37. Escalate complex issues to senior team members or management for timely resolution.
38. Cross-functional Coordination:
39. Work closely with front-office teams, such as customer support and sales, to ensure seamless operations and alignment on customer requirements.
40. Communicate with international teams to support cross-border transactions, currency conversions, and international banking operations.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or email addresses.