The Customer Relationship Executive (CRE) will serve as the primary point of contact for our domestic BFSI clients within the CLM Back Office team. You will handle inquiries, troubleshoot problems, and convey product and service information, ensuring high levels of client satisfaction and fostering long‑term relationships that align with Digitide Solutions' quality standards.
Responsibilities
- Respond promptly to inbound customer calls, emails, and chat messages.
- Identify, investigate, and resolve client issues while adhering to SLA timelines.
- Provide accurate information on BFSI products, services, and back‑office processes.
- Document all interactions in the CRM system with clear, concise notes.
- Escalate complex cases to senior support or relevant departments as needed.
- Follow up with customers to confirm issue resolution and gather feedback.
- Maintain up‑to‑date knowledge of industry regulations and internal policies.
- Assist in preparing daily and weekly performance reports for management.
- Participate in training sessions and continuous improvement initiatives.
- Promote cross‑selling and upselling opportunities where appropriate.
Qualifications
- 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.
- Robust 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.
- Customer‑centric mindset with a focus on service excellence.
- Basic understanding of banking, insurance, or financial services regulations.
- Flexibility to work in shifts, including occasional weekends.
- Team player with a positive attitude and strong work ethic.