Job Description

for Customer Service
Key Responsibilities:

• Acceptance and scrutiny of financial and non-financial transaction over the counter. Addressing queries of walk-in investors and distributors.
• Time-stamping applications and ensuring necessary system entries and dispatch to RTA local branch
• Coordinate with RTA branches which are part of the corresponding Zone and with local sales team for their queries and complaints. Support the sales team w.r.t. new product information, regulatory changes etc. Liaison between Sales / Branch CSO and RTA for quick resolution of queries and grievances
• Regular update to sales RMs through MIS of transactions received, rejections, follow-ups and other operations issues
• Arranging monthly con-call with sales team and RTA to address ongoing concerns and conduct briefing on new processes
• Provide prompt and accurate details of products / schemes to investors and distributors. Ensure a good customer experience and effectively manage grievances / complaints, queries, etc. over phone / email / chat etc.
• Participate in IFA engagement program to activate dormant IFA's and mobilize business
• Manage the onboarding of investors through Video KYC platform of the AMC
• Provide feedback and suggestions on products / processes of peers and best practice sharing. Share ideas and suggestions on process automation and improvement of productivity
• Liaison and coordination with AMC branches and CSO's across India
• Generating MIS reports for the regulatory activities or transaction reporting
• Demonstrate high levels of quality and compliance

Educational Qualifications & Experience:

• Graduate with minimum 5 years' experience in branch operations for a Mutual Fund / AMC
• Good knowledge of MS-Office applications especially MS-Excel and MS-Word
• Familiarity and experience managing regulatory procedures, documentation, and AMC policy frameworks (KYC, AML, SID, KIM etc.) will be preferred
• NISM VA certified

Personal Characteristics & Behaviors:

• Excellent communication skills with good command over English (verbal and written)
• Ability to listen and convey information effectively
• Strong attention to detail and quality
• Proactive individual with high levels of motivation and energy