Banking Operations Analyst

• Handle customer interactions via live chat in a professional and timely manner
• Address queries related to:

• credit card accounts
• statements and outstanding balances
• Payments and settlements
• Interest and fee clarifications
• Refunds (if applicable)
• Dispute status follow-ups
• Account Closure requests
• Various general customer inquires

• 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
• PCI-DSS guidelines
• Data privacy and confidentiality standards

• Escalate complex cases to supervisors or relevant internal teams
• Participate in refresher trainings and process updates

• Graduate (preferred)
• 1–3 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 (US time zone support)

• 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

• 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)

• Customer-centric approach
• Compliance orientation
• Emotional intelligence
• Time management
• Adaptability

• Quality Score ≥ 90%
• CSAT as per business target
• Adherence to schedule ≥ 95%
• Error-free documentation

NTT Data