Customer Relationship Executive

The Customer Relationship Executive (CRE) will serve as the primary point of contact for our BFSI clients, handling inbound and outbound communications, troubleshooting issues, and providing accurate information about our products and services. Working within the CLM Domestic BFSI back‑office, the CRE will collaborate with cross‑functional teams to ensure seamless service delivery and maintain high levels of customer satisfaction.

Responsibilities

• Respond to client inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve product or service issues, escalating complex cases when necessary.
• Maintain detailed records of interactions in the CRM system, ensuring data accuracy.
• Provide clients with clear information on policies, procedures, and service offerings.
• Identify opportunities for upselling or cross‑selling based on client needs.
• Monitor service level agreements (SLAs) and ensure compliance with response time targets.
• Gather client feedback and relay insights to product and operations teams.
• Participate in regular training sessions to stay updated on industry regulations and company updates.
• Assist in preparing daily and weekly performance reports for management review.
• Contribute to continuous improvement initiatives to enhance the customer experience.

Qualifications

• Bachelors degree in Business, Finance, Communications, or related field.
• 2+ years of experience in customer service or relationship management, preferably in BFSI.
• Excellent verbal and written communication skills in English; additional languages a plus.
• Strong problem‑solving abilities and attention to detail.
• Proficiency with CRM tools and Microsoft Office Suite.
• Ability to work in a fast‑paced, back‑office environment with shifting priorities.
• Knowledge of banking, financial services, or insurance regulations is desirable.
• Demonstrated ability to meet or exceed SLA and KPI targets.
• Team player with a customer‑centric mindset.
• Flexibility to work occasional extended hours or shifts as required.