About this role
The Customer Relationship Executive (CRE) will serve as the primary point of contact for our domestic BFSI clients within the CLM Back Office team. You will handle inbound and outbound communications, troubleshoot problems, provide product and service information, and ensure a seamless experience that drives client satisfaction and retention.
- Respond promptly to client inquiries via phone, email, and chat.
- Investigate and resolve customer issues, escalating when necessary.
- Maintain accurate records of interactions in the CRM system.
- Provide detailed information on products, services, and processes.
- Identify opportunities to upsell or cross‑sell based on client needs.
- Collaborate with internal teams (operations, compliance, IT) to address client requests.
- Monitor service level agreements (SLAs) and ensure compliance.
- Prepare and deliver regular status reports to management.
- Gather client feedback and suggest process improvements.
- Participate in training sessions to stay updated on industry regulations and company offerings.
- 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 tools and Microsoft Office Suite.
- Ability to work in a fast‑paced back‑office environment.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Customer‑centric mindset with a focus on quality service.
- Flexibility to work in shift rotations if required.
- Demonstrated ability to meet or exceed performance targets.