CUSTOMER SUPPORT SPECIALIST – US HEALTHCARE

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.