Handle inbound customer calls and manage service emails per defined SLAs Accurately authenticate customers and record interactions in CRM Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets Follow schedule adherence and real-time instructions from RTA/WFM Tag and update case dispositions; maintain email templates and tone guidelines Adhere to information security, data privacy and…
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