Associate, Call Center & Customer Support

Job Overview

IDLC Asset Management Limited is looking for a customer-focused professional for the position of Associate, Call Center & Customer Support.

The selected candidate will be responsible for managing customer interactions through inbound and outbound calls, emails and other digital channels while ensuring a seamless and professional customer experience.

The role will also involve customer onboarding, account opening, KYC/documentation support, transaction-related queries, complaint management and customer follow-ups while coordinating with relevant stakeholders for timely resolution.

Key Responsibilities

• Handle inbound calls from existing investors and provide accurate information regarding investment products, services, account-related information, transactions and other queries.
• Ensure timely and appropriate resolution of customer inquiries and service requests.
• Make outbound calls for customer onboarding, document collection, service follow-ups, transaction-related communication, feedback collection and other business requirements.
• Provide clear guidance to customers regarding required documents, procedures, forms, service requests and applicable processes.
• Follow up with customers regarding pending documents, information, signatures and other required actions.
• Escalate complex or sensitive issues to relevant departments and ensure resolution within defined timelines.
• Maintain accurate records of customer interactions, requests, complaints and follow-ups in relevant systems.
• Identify recurring customer pain points and provide recommendations to improve overall customer experience.
• Support initiatives to improve customer satisfaction, service quality and operational efficiency.
• Provide regular feedback to enhance customer service processes.
• Contribute to developing and maintaining FAQs, call scripts, customer communication templates and service guidelines.

Job Requirements

• Bachelor’s degree from a recognized university in Business Administration, Finance, Marketing, Economics, Accounting or any relevant discipline.
• 1–3 years of relevant experience in Call Center, Customer Experience, Customer Onboarding, Relationship Management or similar roles.
• Experience in Asset Management, Mutual Fund, Capital Market, Bank, NBFI or other financial services industries will be considered an added advantage.
• Curiosity, learning agility and genuine passion for the investment profession.
• Excellent verbal and written communication skills in both Bangla and English.
• Strong customer-handling, interpersonal and active-listening skills.

Why Join IDLC Asset Management Limited

• Workplace equality through transparent recruitment practices, fair appraisal processes, attractive remuneration and incentive packages.
• Group insurance and equal career growth opportunities for all employees irrespective of gender, age, race, religion, ethnicity or disability.
• Supportive workplace environment with favorable job responsibilities and maternity benefit policies.