About this role
The Executive will serve as the primary point of contact for BFSI clients in the CLM Domestic back‑office unit, handling inquiries, troubleshooting issues, and delivering accurate information on our suite of financial services. This role ensures seamless service delivery, supports process improvements, and upholds the company’s reputation for excellence in customer care.
- Respond to inbound client calls, emails, and chat messages promptly and professionally.
- Diagnose and resolve product or service issues, escalating complex cases as needed.
- Provide clear, accurate information about BFSI offerings, policies, and procedures.
- Maintain detailed records of interactions in the CRM system, ensuring data integrity.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address client concerns.
- Identify recurring problems and recommend process enhancements to reduce friction.
- Monitor service level agreements (SLAs) and strive to exceed performance targets.
- Conduct follow‑up communications to confirm issue resolution and client satisfaction.
- Assist in preparing daily and weekly performance reports for management review.
- Participate in training sessions and stay updated on industry regulations and product updates.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer care or back‑office support within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to work under pressure while maintaining a courteous demeanor.
- Knowledge of banking, insurance, or capital markets regulations is a plus.
- Demonstrated ability to meet or exceed SLA targets.
- Team‑player attitude with a proactive approach to continuous improvement.
- Flexibility to work in shift patterns, including occasional weekends.