Banking Process Customer Support

Tech Mahindra’s interview process typically consists of an online aptitude test followed by a technical/functional interview and a final HR round. The aptitude test assesses quantitative, logical, and verbal abilities, while the technical interview focuses on call handling scenarios, CRM usage, and basic banking knowledge. The HR round evaluates communication skills, cultural fit, and availability for shift work. Candidates are advised to practice mock calls, brush up on banking terminology, and showcase a customer‑centric attitude.

Tech Mahindra promotes an innovative and inclusive work culture where learning is continuous and employees are encouraged to take ownership of their growth. The company offers structured training programs, mentorship, and a collaborative environment that balances challenging projects with work‑life flexibility.

Intermediate Graduate (any discipline) with a minimum of 60% aggregate (preferred). No active backlogs at the time of joining. Must be able to communicate fluently in English and Hindi (mandatory) and optionally in any regional language (Telugu, Marathi, Bengali, Tamil, Malayalam, Odiya). Freshers and candidates with up to 2 years of experience are eligible. Formal attire required for interview; formal shoes not allowed.

Round 1: Online aptitude/reasoning test → Round 2: Technical/functional interview (call handling, CRM, banking process knowledge) → Round 3: HR interview (fitment, communication, availability)

Tech Mahindra is a global leader in digital transformation, consulting, and business process services. With a presence in more than 50 countries and a workforce of over 1.5 lakh professionals, the company helps clients across industries such as banking, telecom, healthcare, and manufacturing to innovate and stay competitive. Its culture is built around the values of curiosity, collaboration, and customer obsession, encouraging employees to experiment, learn continuously, and deliver measurable impact. The firm has consistently been recognized for its inclusive work environment, robust learning platforms, and strong focus on sustainability and community development. The role of Banking Process Customer Support (Associate Customer Support Voice) is a front‑line position that directly influences the customer experience for Tech Mahindra’s banking clients. As a voice‑based support executive, you will be the first point of contact for customers seeking assistance with banking queries, transaction issues, or service-related concerns. You will handle both inbound and outbound calls, diagnose problems, provide accurate resolutions, and ensure that every interaction is logged meticulously in the Customer Relationship Management (CRM) system. In addition, you will capture Voice of Customer (VOC) insights that help product teams refine services and improve overall satisfaction. The position follows a rotational shift schedule, requiring flexibility and adherence to punctuality. Key responsibilities include: 1. Answer inbound calls and make outbound calls with a professional tone and clear articulation. 2. Understand customer issues, ask probing questions, and provide step‑by‑step resolutions. 3. Document every interaction in the CRM as per standard operating procedures. 4. Capture and relay VOC feedback to the process improvement team. 5. Meet service level agreements (SLAs) for call handling time, first‑call resolution, and quality scores. 6. Follow up with customers on pending issues and ensure promised timelines are met. 7. Maintain attendance and adhere to the rotational shift timings (8 AM‑8 PM) and total production hours of 9 per day. 8. Stay updated with the latest banking process knowledge, product updates, and internal communications. 9. Participate in regular training sessions, mock calls, and performance reviews. 10. Collaborate with peers and supervisors to share best practices and contribute to a positive team environment. The ideal candidate will possess strong verbal and written communication skills in English and Hindi, with the ability to converse in regional languages such as Telugu, Marathi, Bengali, Tamil, or Malayalam. A graduate degree in any discipline, a clear academic record, and no active backlogs are required. Familiarity with CRM tools, a customer‑centric mindset, and the ability to multitask in a fast‑paced environment will set you up for success. Tech Mahindra offers a competitive salary, comprehensive training, and clear growth pathways into senior support, team lead, or process management roles, making it an excellent launchpad for a career in banking BPO services.