Specialist - Client Management - FinTech (2-4 yrs)

Specialist - Client Management

Role and Responsibilities:

- Respond to and resolve client inquiries through email, chat, and phone, ensuring timely and effective communication with corporate clients.

- Provide initial support and work closely with the US sales team and clients on technical issues, data-related queries, and possible areas of client experience improvement.

- Oversee the client onboarding process, ensuring accurate documentation, record management, and completion within set deadlines.

- Serve as the primary liaison for internal teams, assisting with client-related issues and inquiries.

- Maintain strong client relationships through regular communication while ensuring adherence to compliance and quality standards.

- Manage and escalate technical or data-related issues to relevant internal and external stakeholders.

- Offer constructive feedback for process enhancements and improvements based on client feedback and interactions.

- Monitor client satisfaction (CSAT) scores and implement strategies to optimize satisfaction levels and client health scores.

- Act as a subject matter expert and exhibit technical knowledge of the company's platform-based solutions as well as Excel Add-in, troubleshooting client issues and providing training on its usage.

- Develop customized Excel templates to support both existing clients and potential prospects.

- Take ownership of the client experience from initial onboarding through ongoing engagement with the goal of a great client experience.

Requirements:

- MBA (Finance & Marketing) preferred.

- Experience with financial services client support (fintech).

- Previous training focused on customer success best practices.

- Excellent communication skills with a strong command of the US accent will be an advantage.

- Ability to work during US business hours. Prior experience in the US shift will be preferred.

- Strong multitasking abilities to manage client-facing tasks and backend documentation.

- Proficient in email communication and client engagement strategies.

- Attention to detail in handling and processing client documentation.

- Self-motivated and capable of working independently in a remote setup.