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 in a fast‑paced, team‑oriented environment.
- Respond to inbound calls and emails from BFSI clients promptly and professionally.
- Validate client information and perform necessary KYC/AML checks.
- Resolve transactional issues, escalations, and service requests in accordance with SLAs.
- Document interactions accurately in the CRM system and update case notes.
- Collaborate with cross‑functional teams to troubleshoot complex problems.
- Identify opportunities for process improvement and share feedback with management.
- Maintain up‑to‑date knowledge of banking, financial services, and compliance regulations.
- Achieve individual and team performance targets, including quality and productivity metrics.
- Bachelor's degree or equivalent in Business, Finance, or related field.
- 2+ years of experience in inbound customer service, preferably in BFSI or CLM domain.
- Strong verbal and written communication skills in English; additional language proficiency is a plus.
- Proficiency with CRM tools and Microsoft Office suite.
- Understanding of KYC, AML, and other regulatory requirements.
- Excellent problem‑solving abilities and attention to detail.
- Ability to work in shifts, including evenings and weekends as required.
- Positive attitude, team player, and commitment to delivering high‑quality service.