UK Financial Customer Service / UK&US / Wipro Cebu

This position focuses on providing customer support to UK financial services customers (e.g., banking clients, account holders) via inbound calls and sometimes email/chat, ensuring timely resolution of inquiries and compliance with UK financial regulations and service quality standards.

• Serve as the first point of contact for UK banking or financial services customers.
• Handle inbound voice calls (and sometimes email or chat) related to customer accounts, transactions, products, services, fees, and other banking queries.
• Provide accurate and timely responses to customer inquiries while maintaining professional communication.
• Support customers with balances, payments, disputes, card/loan questions, and general account servicing.

• Resolve customer issues within set service levels (SLAs) and escalate complex cases to specialist teams when required.
• Follow established procedures to ensure quality and compliance.
• Document customer interactions accurately in internal systems or CRM tools.

• Ensure all interactions comply with UK banking regulations, data privacy, and internal security policies.
• Maintain confidentiality and handle sensitive financial information with care and accuracy.
• Meet quality metrics such as first contact resolution, customer satisfaction (CSAT), and productivity goals.

• Maintain a customer-centric mindset, aiming to deliver empathetic, efficient, and accurate support.
• Provide clear explanations about products, services, and procedures to help customers understand their options.
• Suggest appropriate financial solutions (e.g., clarification of fees, correct processes for disputes) as allowed within the scope of the role.

• Participate in regular training to stay updated on products, systems, and regulatory changes.
• Provide feedback on process improvements or service gaps to help improve the overall customer experience.
• Track case statuses and ensure commitments to customers are completed in a timely manner.

• Minimum of 2 years' work experience in US/UK banking operations and quality assurance in a call center or shared services environment
• 2-4 Years of contact center experience in the banking industry
• Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc
• Excellent communication & feedback/coaching skills
• Good to have: Exposure to US or UK banking industry