About this role
The Branch Support Executive will serve as the first point of contact for customers in the CLM Domestic BFSI segment, handling inquiries, troubleshooting issues, and providing accurate information about our products and services. Working closely with the back‑office team, you will ensure seamless operations, maintain high customer satisfaction, and support branch performance metrics. This role requires strong communication skills, attention to detail, and the ability to work in a fast‑paced, regulated environment.
- Respond to inbound customer calls, emails, and chat messages promptly and professionally.
- Diagnose and resolve client issues related to BFSI products, escalating complex cases when necessary.
- Provide clear, accurate information about services, policies, and procedures.
- Maintain detailed records of interactions in the CRM system, ensuring data integrity.
- Coordinate with branch staff and back‑office teams to follow up on pending requests.
- Monitor service level agreements (SLAs) and strive to meet or exceed targets.
- Identify recurring problems and suggest process improvements to management.
- Assist in onboarding new customers by verifying documentation and completing required formalities.
- Prepare daily and weekly reports on call volumes, issue types, and resolution rates.
- Adhere to compliance and security guidelines specific to the BFSI sector.
- Minimum 1 year of experience in a customer care or support role, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM software and Microsoft Office suite.
- Strong problem‑solving abilities and a customer‑focused mindset.
- Ability to work in a team environment and handle multiple tasks simultaneously.
- Basic understanding of banking, insurance, or financial services regulations.
- High school diploma required; bachelor's degree or relevant certification is a plus.
- Flexibility to work in shifts, including occasional weekends or holidays.
- Attention to detail with strong organizational skills.
- Positive attitude, resilience under pressure, and a commitment to continuous learning.