Call Center Executive

Job Title: High-Net-Worth - Call Center Executive

Department: Customer Contact Center

Location: Mumbai Kurla Office

Employment Type: Full-Time

Job Summary:

cross-selling products, resolving queries, and ensuring customer retention

Key Responsibilities:

• Handle inbound calls from HNI, ensuring prompt and efficient service delivery.
• Provide detailed product information and proactively identify opportunities to cross-sell or upsell
• Ensure retention of HNI customer by delivering a personalized service experience and addressing pain points effectively.
• Build trust and strengthen client relationships by addressing concerns with empathy and ownership.
• Assist in resolving complex service requests or escalations and coordinate with internal stakeholders when necessary.
• Maintain accurate records of Customer interaction and follow-up activities in CRM systems.
• Achieve monthly targets related to service resolution, cross-sell revenue, and retention metrics.
• Comply with internal and regulatory guidelines while handling client interactions and financial data.

Qualifications & Skills:

• Bachelors degree in Business, Finance, or related discipline. ( Graduation)
• 24 years of experience in inbound call center roles, especially within the BFSI (Banking, Financial Services & Insurance) sector.
• Prior experience handling HNI clients is highly preferred.
• Strong communication and persuasion skills for cross-selling and client engagement.
• High emotional intelligence and ability to manage high-pressure situations.
• Good understanding of financial products like savings, investments, insurance, etc.
• Proficient with CRM tools and call management systems.
• Ability to meet monthly sales and retention targets.