About the role
- Respond to inbound client inquiries via phone, email, and chat with professionalism and accuracy.
- Diagnose and resolve product or service issues, escalating complex cases as needed.
- Provide clear information on BFSI offerings, policies, and procedures.
- Document all interactions in the CRM system, ensuring data integrity and confidentiality.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address client concerns.
- Monitor service level agreements (SLAs) and strive to meet or exceed performance targets.
- Identify recurring issues and suggest process improvements to management.
- Assist in onboarding new clients by guiding them through initial setup and documentation.
- Maintain up‑to‑date knowledge of industry regulations and internal policies.
- Participate in regular training sessions and share best practices with peers.
- Bachelor’s degree in Commerce, Finance, Business Administration, or related field.
- Minimum 2 years of experience in a customer care or client‑facing role within BFSI or related sector.
- Strong communication skills, both written and verbal, with a customer‑centric attitude.
- Proficiency in CRM tools and Microsoft Office suite.
- Ability to analyze problems, think critically, and provide effective solutions.
- Knowledge of banking, insurance, or financial services regulations is preferred.
- Excellent organizational skills and attention to detail.
- Ability to work independently and as part of a collaborative team.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Demonstrated commitment to maintaining confidentiality and data security.