Lead Associate

Job description

Job Title: Lead Associate Work Mode: Work from Office Location: Ahmedabad, Gujarat Shift: Permanent US Shift (Night Shift) Job Summary We are looking for a customer-focused Lead Associate to manage client relationships and serve as the primary point of contact for plan sponsors and financial representatives. The role involves handling client inquiries via phone and email, collaborating with internal teams to resolve service requests, and delivering an exceptional customer experience. Key Responsibilities • Manage client relationships through phone and email communication. • Act as the primary point of contact for assigned plan sponsors and financial representatives. • Respond promptly and professionally to client inquiries and service requests. • Coordinate with internal Operations, Cash Flow, and Compliance teams to ensure timely issue resolution. Eligibility Criteria • Graduate in any accounting discipline. • 2 to 3 years of customer service experience; experience in financial services or retirement plan servicing is preferred. • Excellent verbal and written English communication skills. • Willing to work permanently in the US Shift (night shift). • Prior BPO experience preferred. • Experience with retirement plan administration systems (e.g., Relius), CRM platforms, and document management systems (e.g., Feith) is an advantage. • Proficient in Microsoft Outlook, Excel, and Word. • Strong client service orientation with a proactive, dependable, and responsive approach.