The Customer Care Executive will be the primary point of contact for inbound calls and digital interactions from banking, financial services, and insurance (BFSI) clients. Working within the CLM Domestic BFSI | Inbound team, you will resolve issues, guide customers through processes, ensure regulatory compliance, and contribute to continuous improvement of service quality. Responsibilities
• Answer inbound calls and chat/email inquiries from BFSI customers promptly.
• Diagnose and resolve client issues related to banking, insurance, and financial products.
• Verify customer identity and ensure compliance with KYC and AML regulations.
• Document interactions accurately in the CRM system and update case status.
• Escalate complex or high‑risk cases to senior support or specialized teams.
• Provide product knowledge and procedural guidance to customers.
• Identify trends in customer feedback and suggest process enhancements.
• Achieve defined service level agreements (SLAs) and quality metrics.
• Participate in regular training sessions and knowledge‑share meetings.
• Maintain confidentiality of sensitive financial information at all times. Qualifications
• Minimum 1‑2 years of inbound customer service experience in BFSI or related sector.
• Solid communication skills in English; additional regional language is a plus.
• Proficiency with CRM tools and basic MS Office applications.
• Understanding of banking, insurance, or financial services regulations.
• Ability to handle high call volumes while maintaining accuracy.
• Problem‑solving mindset with attention to detail.
• Flexibility to work in shift rotations, including evenings and weekends.
• High school diploma required; bachelor's degree preferred.
• Demonstrated ability to meet performance targets and quality standards.
• Positive attitude, teamwork orientation, and customer‑centric approach.