About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our CLM Domestic BFSI clients, handling inbound and outbound communications, troubleshooting issues, and delivering accurate information about our services. This role is pivotal in fostering strong client relationships, ensuring high satisfaction levels, and contributing to the efficiency of our back‑office team.
- Respond promptly to customer inquiries via phone, email, and chat.
- Investigate and resolve client issues, escalating when necessary.
- Provide detailed information on products, services, and processes.
- Maintain accurate records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Collaborate with internal teams (operations, finance, IT) to address client needs.
- Follow up with customers to confirm issue resolution and satisfaction.
- Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on BFSI regulations and company offerings.
- Prepare and share periodic reports on customer trends and performance metrics.
- 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 handle high‑volume interactions while maintaining professionalism.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Team‑player attitude with a proactive approach to collaboration.
- Flexibility to work in shift patterns as required by back‑office operations.
- Demonstrated track record of meeting or exceeding service targets.