Associate Customer Support

**Job Location**:Trinity Towers, AJC Bose Road, Ballygunge, Kolkata, India, 700020

**About Us**:
Ashika is a financial services firm that offers services comprising of Retail broking, lending, investment banking, wealth management and alternative investment funds. As a forward thinking organization, Ashika believes in prioritizing the well-being and professional development of its employees as a foundation of its success. Through the increased customer satisfaction and the belief in growing and sharing with our clients, Ashika has been able to become one of India’s principal retail financial services group.

**Job Summary**:
The Customer Support Associate would be responsible for ensuring the KYC process adherence, positive customer experiences by addressing inquiries, resolving issues, and providing assistance through various communication channels. This role requires effective communication skills, problem-solving abilities, and a customer-centric approach to support the firm's overall customer satisfaction goals.

**Role Responsibilities**:
1. Conduct Know Your Customer (KYC) verification processes for new and existing customers to ensure compliance with regulatory requirements.

2. Verify customer identity documents and information submitted during the on boarding process.

3. Provide assistance and guidance to customers on KYC requirements and procedures.

4. Collaborate with internal teams to resolve complex KYC-related problems and maintain accurate and up-to-date records of customer KYC information

6. Maintain a positive and professional attitude while interacting with customers.

7. Investigate and analyse customer problems, identify root causes, and implement effective solutions.

8. Collaborate with other departments to resolve complex issues and escalate problems when necessary.

9. Develop a comprehensive understanding of Ashika’s services to effectively assist customers.

10. Stay updated on product/service changes and updates to provide accurate information to customers.

11. Keep detailed records of customer interactions, inquiries, complaints, and resolutions.

12. Document and report recurring issues to help improve services or processes.

13. Convey customer feedback to relevant departments for continuous improvement.

14. Educate customers on the services we offer and best practices to enhance their overall experience.

15. Prioritize and manage multiple customer interactions simultaneously, ensuring timely and accurate responses.

**Role Requirements**:
1. Strong understanding of KYC principles and regulatory requirements.

2. Previous experience in a customer service role involving KYC processes is highly beneficial.

3. Excellent communication skills to interact effectively with customers and internal teams.

4. Strong analytical and problem-solving skills.

5. Ability to think individually and make decisions in a fast-paced environment.

6. Empathy and a customer-centric approach to handling inquiries and resolving issues.

8. Collaborative mindset with the ability to work well within a team

9. Ability to remain calm and patient, even in challenging situations.

10. Willingness to adapt to changing processes and procedures.

**Salary**: ₹10,000.00 - ₹20,000.00 per month

**Benefits**:

- Paid time off

Schedule:

- Day shift

Application Question(s):

- Do you know the KYC process and hold relevant experience in it?

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 2 years (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person