CPA Executive

The CPA Executive will serve as the primary point of contact for our BFSI clients, handling inquiries, resolving issues, and delivering accurate information about our products and services. Working within the Manpower – Back Office team, you will ensure high‑quality service delivery, maintain compliance with regulatory standards, and contribute to continuous improvement of our customer experience processes.

Responsibilities

• Respond to inbound and outbound customer inquiries via phone, email, and chat in a timely manner.
• Diagnose and resolve client issues, escalating complex cases to senior support when necessary.
• Provide clear, accurate information on BFSI products, services, and policies.
• Maintain detailed interaction logs and update CRM records to reflect resolution status.
• Ensure compliance with regulatory and internal audit requirements for all communications.
• Identify recurring problems and recommend process enhancements to reduce future incidents.
• Collaborate with cross‑functional teams (operations, risk, compliance) to deliver seamless service.
• Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
• Participate in regular training sessions to stay current on industry regulations and product updates.
• Assist in preparing periodic reports on customer satisfaction and issue trends.

Qualifications

• Certified Public Accountant (CPA) designation or equivalent financial certification.
• Bachelor’s degree in Finance, Accounting, Business Administration, or related field.
• Minimum 2 years of experience in customer care or back‑office support within the BFSI sector.
• Strong knowledge of banking, insurance, and capital markets regulations.
• Excellent verbal and written communication skills in English; additional language proficiency is a plus.
• Proficiency with CRM tools, Microsoft Office Suite, and data entry systems.
• Ability to analyze financial data and explain complex concepts to non‑technical clients.
• Strong problem‑solving aptitude and attention to detail.
• Demonstrated ability to work under pressure while maintaining high service standards.
• Team‑player mindset with a proactive approach to continuous improvement.