Associate, Call Center & Customer Support

Associate, Call Center & Customer Support

IDLC Asset Management Limited

About the Role

The selected person will be responsible for managing customer interactions through inbound and outbound calls, email and other digital channels while ensuring a seamless and professional customer experience. He / she will also need to give support in customer onboarding, account opening, KYC/documentation, transaction-related queries, complaint management and customer follow-ups while coordinating with relevant stakeholders to ensure timely resolution of customer queries.

Job Responsibilities:

• Handle inbound calls from the existing investors, provide accurate information regarding investment products, services, account-related information, transactions and other queries, and ensure timely and appropriate resolution.
• 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 and follow up with customers regarding pending documents, information, signatures and other required actions.
• Escalate complex or sensitive issues to the relevant departments and close the issue within the defined timeline.
• Maintain accurate records of customer interactions, requests, complaints and follow-ups in the relevant systems.
• Identify Customers' recurring pain points and provide recommendations to improve the overall customer experience.
• Initiate and support plans for improving customer satisfaction and service-quality and give feedback from time to time.
• Active contribution in 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 a similar role.
• Experience in the Asset Management, Mutual Fund, Capital Market, Bank, NBFI, or other financial services industry will be considered as an added advantage.
• Curiosity, learning agility and a genuine passion for investment profession.
• Excellent verbal and written communication skills in both Bangla and English.
• Strong customer-handling, interpersonal, and active-listening skills.

Job Nature: Fulltime

Job Location: Dhaka

Job Grade: Officer Grade-I

Salary Range: Negotiable

Deadline: September 14, 2026

Why You'll Love Working Here

• IDLC promotes workplace equality through transparent recruitment practices, fair appraisal processes, attractive remuneration and incentive package, group insurance, equal career prospects and developmental opportunities for all its employees irrespective of gender, age, race, religion, ethnicity or disability.
• We are proud to state that favorable job responsibilities and adequate maternity benefit policies are increasingly attracting greater participation from female employees in the IDLC family.