Job description

Location: Work From Home
Shift: Night Shift
Experience: 2+ years

Job Summary:

We are seeking a motivated Client Management Specialist with a strong background in finance and client handling. The ideal candidate will have excellent communication skills, particularly in a clear US accent, and experience managing client calls and backend processes. This is a remote role that requires working during US business hours, offering a balance of client interaction and documentation management.

Key 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.