Customer Support Specialist

Role Overview

Client Support Specialist – BFSI GCC

Role Overview

Manage 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.

Key Responsibilities

* Communicate product updates and enhancements to bank partners and channel partners.

* Support and train channel partners on products and processes.

* Handle client/partner queries and escalations and ensure timely resolution.

* Conduct root-cause analysis and prioritize recurring issues.

* Coordinate with Product, Operations, Legal, Compliance, Technology and Vendors.

* Monitor product KPIs, service trends and performance metrics and prepare MIS.

* Support pricing, product performance and bundling analysis.

* Prepare product communications, documentation and process updates.

* Track customer/partner requirements and market insights for product improvements.

* Manage client records, audits, billing and invoicing as required.

* Ensure effective stakeholder communication and client/partner satisfaction.