About this role
The OPS - EXE will serve as the primary point of contact for our BFSI clients, handling inquiries, resolving issues, and ensuring seamless back‑office operations. Working within the CLM Domestic BFSI team, you will maintain high service standards, support process efficiency, and contribute to customer satisfaction across all touchpoints.
- Respond to inbound customer inquiries via phone, email, and chat with professionalism and accuracy.
- Investigate and resolve client issues, escalating complex cases to senior teams when necessary.
- Provide clear information on products, services, and transaction statuses to customers.
- Maintain detailed records of interactions in the CRM system, ensuring data integrity.
- Monitor service level agreements (SLAs) and strive to meet or exceed performance targets.
- Collaborate with cross‑functional teams (e.g., compliance, finance) to facilitate issue resolution.
- Identify recurring problems and suggest process improvements to enhance efficiency.
- Prepare daily and weekly reports on call volumes, resolution rates, and customer feedback.
- Assist in onboarding and training new back‑office staff on customer care protocols.
- Adhere to regulatory and security guidelines specific to the BFSI sector.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer care or back‑office operations, preferably in BFSI.
- Excellent communication skills, both verbal and written.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to work in a fast‑paced environment and manage multiple tasks.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Team‑player attitude with a customer‑first mindset.
- Flexibility to work in shifts, including occasional weekends or holidays.
- Demonstrated ability to meet SLA targets and maintain high service quality.