Job Description
Job Description
Role Overview
\nClient Support Specialist – BFSI GCC
\nRole Overview
\nManage end-to-end client support and servicing for US-based clients and channel partners, acting as a key point of contact for product and process-related queries and escalations. Ensure timely resolution of client and partner concerns while maintaining high-quality service delivery and driving overall client satisfaction.
\nKey Responsibilities
\n* Communicate product updates and enhancements to bank partners and channel partners.
\n* Support and train channel partners on products and processes.
\n* Handle client/partner queries and escalations and ensure timely resolution.
\n* Conduct root-cause analysis and prioritize recurring issues.
\n* Coordinate with Product, Operations, Legal, Compliance, Technology and Vendors.
\n* Monitor product KPIs, service trends and performance metrics and prepare MIS.
\n* Support pricing, product performance and bundling analysis.
\n* Prepare product communications, documentation and process updates.
\n* Track customer/partner requirements and market insights for product improvements.
\n* Manage client records, audits, billing and invoicing as required.
\n* Ensure effective stakeholder communication and client/partner satisfaction.
\n