About this role
The Officer in the CLM Domestic BFSI | Manpower - Back Office department will serve as the first point of contact for our banking and financial services clients. You will manage inbound queries, resolve issues promptly, and provide accurate information about our products and services, ensuring high levels of customer satisfaction and operational efficiency.
- Respond to customer inquiries via phone, email, and chat in a timely manner.
- Investigate and resolve client issues, escalating complex cases when necessary.
- Maintain accurate records of interactions in the CRM system.
- Provide product and service information specific to BFSI offerings.
- Collaborate with cross‑functional teams to address service gaps.
- Monitor service level agreements (SLAs) and ensure compliance.
- Identify recurring problems and suggest process improvements.
- Prepare daily and weekly reports on call volumes and resolution metrics.
- Assist in onboarding new clients by explaining procedures and documentation requirements.
- Participate in training sessions to stay updated on industry regulations and company policies.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer care or back‑office support, preferably in BFSI.
- Strong communication skills, both verbal and written.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high‑volume inquiries while maintaining accuracy.
- Knowledge of banking regulations and compliance standards.
- Problem‑solving mindset with attention to detail.
- Team player with a proactive attitude.
- Flexibility to work in shifts, including occasional weekends.
- Fluency in English; additional local language proficiency is a plus.