About this role
The Customer Care Executive (CCE) will serve as the primary point of contact for internal and external stakeholders within the CLM Domestic Diversified back‑office department. This role involves handling inquiries, processing documentation, coordinating with cross‑functional teams, and ensuring service level agreements are met while maintaining high standards of professionalism and accuracy.
- Respond promptly to client and internal queries via phone, email, and chat.
- Process and verify transaction documents and data entries.
- Maintain accurate records in the CLM system and update status reports.
- Escalate complex issues to senior management or relevant departments.
- Assist in preparing daily, weekly, and monthly operational reports.
- Coordinate with finance, compliance, and operations teams to resolve discrepancies.
- Monitor service level agreements (SLAs) and ensure timely resolution.
- Provide training and guidance to junior staff on standard procedures.
- Identify opportunities for process improvement and recommend solutions.
- Ensure compliance with company policies and regulatory requirements.
- Minimum 2 years of experience in customer service or back‑office operations.
- Strong communication skills, both written and verbal.
- Proficiency with Microsoft Office Suite and CLM software.
- Ability to multitask and prioritize in a fast‑paced environment.
- Attention to detail and high level of accuracy in data handling.
- Problem‑solving mindset with a customer‑focused attitude.
- Basic understanding of financial documentation and compliance standards.
- Team player with the ability to work independently when required.
- Bachelor’s degree in Business, Finance, or related field preferred.
- Flexibility to work occasional extended hours to meet deadlines.