About the role
- Handle inbound and outbound customer inquiries via phone, email, and chat, providing accurate information on products and services.
- Resolve customer issues promptly, escalating complex cases to senior management when necessary.
- Monitor and maintain service level agreements (SLAs) to ensure timely response and resolution.
- Coordinate with internal departments (e.g., finance, compliance, IT) to facilitate smooth workflow and issue closure.
- Maintain and update customer records and transaction logs in the CLM system with high accuracy.
- Generate daily, weekly, and monthly operational reports for management review.
- Identify recurring problems and propose process improvements to enhance efficiency and customer satisfaction.
- Ensure compliance with BFSI regulatory requirements and internal policies.
- Assist in training new back‑office staff on standard operating procedures and customer handling techniques.
- Participate in periodic audits and contribute to corrective action plans.
- Bachelor's degree in Business Administration, Finance, or related field.
- Minimum 2 years of experience in back‑office operations or customer care within the BFSI sector.
- Strong verbal and written communication skills in English; additional local language proficiency is a plus.
- Proficiency with CLM platforms, CRM tools, and MS Office (Excel, Word, PowerPoint).
- Excellent problem‑solving abilities and attention to detail.
- Ability to work under pressure and meet tight deadlines.
- Knowledge of banking, financial services, and regulatory compliance standards.
- Team player with a proactive attitude toward continuous improvement.
- Flexibility to work in shifts, including occasional weekends or holidays as required.
- Demonstrated ability to handle confidential information with integrity.