HCLTech is hiring for International contact Center - Senior Process Associate and Analyst on 10th and 11th July 2026

HCLTech is hiring for International contact Center - Senior Process Associate and Analyst on 10th and 11th July 2026 ( Voice Process)

Walk-in Drive Details:

📅 Date: 10th and 11th July 2026, Friday and Saturday

📍 Location: HCLTECH Sandhiya Infocity, Navalur Block: ETA 3

⏰ Time: 11AM - 3PM

HR Contact Name: Dharani

Please carry anyone Government ID proof.

Job Description – International contact Center ( Voice Proces - Inbound calls)

Location: Chennai, India

Business Unit: Retail Banking – Mortgages & Consumer Lending

Reporting To: Team Leader / Operations Manager

Role Purpose

The Advisor is responsible for delivering expert, complaint, and customer‑centric lending support to customers of an international retail bank.

Working within a highly regulated environment, the adviser will manage personal loans, mortgages, and repayment/arrears solutions, ensuring all advice provided is suitable, sustainable, and fully compliant with Central Bank of Ireland regulations.

The role involves managing inbound and outbound customer interactions, assessing financial needs, supporting lending journeys end‑to‑end, and acting as a trusted adviser.

Key Responsibilities

Customer Service & Case Management

• Handle inbound and outbound customer interactions related to personal lending, mortgages, repayments, and arrears support
• Deliver consistently professional, empathetic, and high‑quality customer experiences
• Resolve customer queries relating to loan applications, account servicing, repayments, and restructuring options
• Achieve first‑contact resolution where possible, while maintaining service, quality, and compliance standards

Lending Advisory & Sales Support

• Assess customer financial circumstances and identify appropriate lending or repayment solutions
• Clearly explain product features, eligibility, risks, costs, and customer obligations
• Guide customers through loan application journeys, including documentation and approval stages
• Identify opportunities for cross‑sell, upsell, or referrals, in line with ethical lending and suitability guidelines
• Ensure advice given is customer‑focused, sustainable, and aligned to risk appetite

Regulatory Compliance & Risk Management

• Adhere strictly to Banking regulations, Consumer Protection Code, and internal governance frameworks
• Maintain Certification standards provided by company, including completion of ongoing Continuous Professional Development (CPD)
• Ensure all customer interactions, advice, and decisions are accurately documented and audit‑ready
• Identify and escalate risk indicators, vulnerable customers, or compliance concerns in a timely manner

Customers in Financial Difficulty

• Support customers experiencing financial stress or loan arrears with sensitivity and professionalism
• Provide appropriate repayment plans, restructuring options, or referrals in line with policy
• Demonstrate strong empathy, judgement, and structured problem‑solving during sensitive conversations

Performance, Quality & Governance

• Consistently meet or exceed KPIs, including quality, compliance, customer satisfaction, productivity, and conversion metrics
• Participate actively in quality reviews, coaching sessions, audits, and calibration exercises
• Maintain high standards of data accuracy, policy adherence, and customer outcomes

Required Qualifications

• Graduate qualification preferred, or equivalent relevant banking experience
• Banking related certifications will be an added advantage

Experience Required

• 1–3 years of experience in a banking contact centre, lending, or collections role
• Prior experience working with regulated financial products preferred
• Exposure to international or overseas retail banking clients is an advantage

Key Skills & Competencies

• Excellent verbal and written communication skills
• Strong customer focus with high levels of empathy
• Sound financial judgement and analytical problem‑solving ability
• High attention to detail and strong compliance mindset
• Ability to handle complex, sensitive, or vulnerable customer conversations
• Effective time management and ability to work to targets

KPIs / Success Measures

• Customer Satisfaction (CSAT / NPS)
• First Contact Resolution (FCR)
• Quality & Compliance Scores
• Sales / Referral Conversion Rates
• Productivity and adherence metrics

Regards

Judith