About the role
- Respond to client inquiries via phone, email, and chat in a courteous and timely manner.
- Diagnose and resolve product or service issues, escalating complex cases when necessary.
- Provide accurate information on banking, financial services, and insurance offerings.
- Maintain detailed logs of interactions and update CRM systems with relevant data.
- Follow up with customers to ensure issue resolution and gather feedback.
- Identify patterns in complaints and suggest process improvements to management.
- Collaborate with cross‑functional teams to address back‑office operational challenges.
- Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on industry regulations and company policies.
- Assist in preparing periodic reports on customer satisfaction metrics.
- 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 in English.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM software and Microsoft Office suite.
- Ability to handle high‑volume interactions while maintaining quality.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Demonstrated empathy and patience when dealing with diverse customers.
- Team‑player mindset with a proactive attitude toward continuous improvement.
- Flexibility to work in shifts, including occasional weekends or holidays.