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Customer Service
2 weeks ago
Function : Customer Service & Operations
Position Title : Assistant Manager
Location : Bangalore
Qualifications:
Graduation in any discipline NISM MF certification mandatory
Work Experience (highlight) :
At least 3 – 4 years of prior mutual fund experience in handling investor / customer services related activitiesCore Purpose of the Role :
Handling investor / customer related queries / complaints Managing RTA including call centre, Banking, AMC branches customer service personnel Monitoring Service Level Agreement (SLA) of RTA including call centre, Banks Handling interaction with the Registrar and Transfer Agent (RTA) of the Mutual Fund (MF) and managing the day to day relationship with RTA AMC Branch coordination – to exercise daily controls, ensure minimal complaints and quick resolution Handling customer service executives of the AMC branches Handling various day to day MF transaction activities including queries / complaints / handling and monitoring SEBI Complaints Redress System (SCORES) Overseeing / coordinating MF call centre operations (outsourced) Training call centre personnel including monitoring their activities and handling evaluation of Call Centre Agents Performance Mutual fund brokerage checks and processing Prior hands on experience of working on KFIn (erstwhile Karvy) systems (Kbolt etc.) would be an added advantage Contribute and participate in RTA service evaluation calls Cash management function i.e. coordinating with various Asset Management Company (AMC) branch locations / RTA locations / Banks / Stock Exchanges for daily inflows / outflows of funds Managing day to day relationship with MF bankers Supporting internal teams for investor servicing activities such as application forms, service requests, brokerage, distributor related queries Exercise control over various reconciliations provided by service providers such as mutual fund bank accounts, unit capital for schemes of mutual fundSkills:
Excellent communication skills – both written and verbal Good presentation skills Expert in MS word, excel, PowerPoint Understanding of capital markets specifically mutual funds Take ownership – research, diagnose, troubleshoot and identify solutions to resolve any issues Strong process knowledge of the function (customer services)-
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