CPA Executive

The CPA Executive will serve as the primary point of contact for our BFSI clients, overseeing a team of Customer Care Executives (CCEs) to ensure prompt, accurate, and courteous handling of inquiries, issue resolution, and product information delivery. This role bridges client expectations with our back‑office capabilities, driving satisfaction and operational excellence within the CLM Domestic BFSI segment.

Responsibilities

• Supervise and mentor a team of Customer Care Executives handling BFSI client queries.
• Monitor service level agreements (SLAs) and ensure timely resolution of issues.
• Develop and implement standard operating procedures for back‑office customer support.
• Analyze call and ticket data to identify trends and recommend process improvements.
• Coordinate with product, compliance, and operations teams to provide accurate information to clients.
• Escalate complex or high‑risk issues to senior management while maintaining client communication.
• Prepare regular performance reports and present insights to stakeholders.
• Conduct training sessions on BFSI regulations, product knowledge, and communication skills.
• Maintain up‑to‑date knowledge of industry regulations and internal policies.
• Foster a customer‑centric culture to enhance client satisfaction and retention.

Qualifications

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
• Minimum 5 years of experience in customer care or back‑office operations within BFSI sector.
• Proven leadership experience managing a team of CCEs or similar roles.
• Strong understanding of BFSI products, regulations, and compliance requirements.
• Excellent communication and interpersonal skills.
• Analytical mindset with ability to interpret data and drive improvements.
• Proficiency in CRM and ticketing systems; MS Office suite.
• Ability to handle high‑pressure situations and resolve conflicts effectively.
• Detail‑oriented with strong organizational and time‑management abilities.
• Fluency in English; additional local language proficiency is a plus.