Client Operations- Accounts Executive
HybridMumbai, Maharashtra, India
Job Summary
Manage client complaints and disputes as the primary point of contact, conducting thorough investigations, root cause analysis, and fair resolutions while maintaining accurate documentation. Monitor resolution timelines to meet strict SLAs, track case progress proactively, and provide regular reporting on adherence rates and client satisfaction. Deliver clear, empathetic communication to clients throughout the process and collaborate with internal teams to analyze trends, recommend process improvements, and update policies. Ensure all activities comply with regulatory requirements and data protection standards. Requires experience in account management or administration, advanced Excel skills, and fluency in English and a second European language.
Required Qualifications
- Experience working in a client facing account management role or an administration role
- Account support/admin/management experience
- Ability to engage and communicate across diverse internal & external audiences
- Ability to work under pressure, to tight deadlines
- Basic data analysis, data consolidation and reporting experience
- Good understanding of contractual obligations
- Experience in reconciling invoices
- Experience in managing complaints
- Fluent in English
- High level of numeracy and computer literacy (MS Office)
- Advanced excel skills
- Simultaneously think strategically and act tactically
- Systematically approach issues, opportunities and recommendations with a spirit of curiosity and open-mindedness
- Commercially aware with a passion for efficiency and high quality operational delivery
- Likes to work proactively, under pressure, to tight deadlines, in a dynamic environment
- Collaborative in approach
- Shows appreciation & understanding of wider business functions and how departments link together
- Ability to identify and support in resolving issues, and know when escalation is required
- Clear, honest and open in all communications
- Excellent attention to detail
- Can-do attitude ready to step in and help out where needed
- Shows initiative
- Strong operational and administration experience
Desired Qualifications
- banking or finance experience
- Fluent in a second European language
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