About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients within the CLM Domestic back‑office unit. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and ensure a seamless, satisfying experience that strengthens client loyalty and supports Digitide Solutions Limited’s operational excellence.
- Respond promptly to client inquiries via phone, email, and chat channels.
- Diagnose and resolve customer issues, escalating complex cases when necessary.
- Provide accurate information on products, services, and processes.
- Maintain detailed records of interactions in the CRM system.
- Identify patterns in complaints and suggest process improvements.
- Coordinate with internal teams (operations, finance, IT) to fulfill client requests.
- Monitor service level agreements (SLAs) and ensure compliance.
- Conduct follow‑up communications to confirm issue resolution and satisfaction.
- Assist in preparing client reports and performance metrics.
- Participate in training sessions and stay updated on industry regulations.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM software and Microsoft Office Suite.
- Ability to work in a fast‑paced back‑office environment.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Customer‑centric mindset with a focus on quality service.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Demonstrated ability to meet or exceed SLA targets.