About this role
The Customer Care Executive (CCE) will be the primary point of contact for inbound client interactions within the CLM Domestic BFSI vertical. You will resolve queries, process transactions, and maintain high service standards while adhering to regulatory and internal policies. This role requires strong communication skills, attention to detail, and the ability to work collaboratively in a fast‑paced environment.
- Respond to inbound calls and emails from BFSI clients promptly and professionally.
- Analyze and resolve customer issues related to CLM processes and documentation.
- Maintain accurate records of interactions in the CRM system.
- Escalate complex or high‑risk cases to senior support or compliance teams.
- Provide product and service information to clients, ensuring clarity and accuracy.
- Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
- Identify opportunities for process improvement and share feedback with management.
- Participate in regular training sessions to stay updated on BFSI regulations and company policies.
- Bachelor's degree or equivalent in Business, Finance, or related field.
- 2+ years of experience in inbound customer support, preferably in BFSI or CLM domain.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and attention to detail.
- Familiarity with CRM tools and ticketing systems.
- Knowledge of banking, financial services, and compliance regulations.
- Ability to work in a shift‑based environment and handle high call volumes.
- Proficiency in Microsoft Office suite, especially Excel.