We are seeking a dedicated individual to provide assistance for mutual fund investments through online platforms. The role involves guiding clients through mutual fund options, helping them make informed investment choices, and providing ongoing support for portfolio management. Ideal candidates will have a strong understanding of mutual fund products, excellent communication skills, and the ability to assist clients remotely. You will work closely with clients to explain investment strategies, track performance, and resolve any queries related to their mutual fund investments. This role can be performed remotely with flexible working hours.
Location
- Goregaon, Mumbai
Industry Type
- Financial Services (Broking)
Department
- Customer Success, Service & Operations
Employment Type
- Full-Time, Permanent
Role Category
- Customer Success, Service & Operations – Other
Education
- UG: B.Com in Any Specialization, B.B.A/B.M.S in Any Specialization
Key Skills
- Skills marked with ‘‘ are preferred.
Job Highlights
- Bachelor’s degree in Finance, Business Administration, or a related field (preferred)
- Preferred Candidate Profile
- Prior experience in customer support, ideally within the financial services or mutual fund industry
Role of the Job
- Customer Assistance: Provide guidance to clients on mutual fund investments, account setup, and transactions.
- Platform Navigation: Help users understand and use online investment tools and features efficiently.
- Issue Resolution: Address account discrepancies, technical challenges, and other customer service-related queries.
- Market Insights: Share market updates and investment tips, enhancing customer decision-making.
- Collaboration: Work with internal teams (Sales, Marketing, IT) to improve user experience and service quality.
Selection Process
- Application Review: Candidates’ resumes are screened for relevant education, skills, and experience in financial services or customer support roles.
- Initial Screening: Shortlisted applicants are contacted for a brief phone or video interview to assess communication skills and basic knowledge.
- Technical Assessment: An evaluation of understanding in mutual fund investments, customer support scenarios, and platform usage.
- Interview Rounds:
- HR Interview: Focuses on behavioral skills, adaptability, and cultural fit.
- Technical/Managerial Interview: Assesses financial acumen, problem-solving skills, and customer service expertise.
- Final Selection: Candidates are chosen based on cumulative performance and alignment with the role’s requirements.
Role & Responsibilities
Customer Assistance
- Deliver outstanding customer support through phone, email, and chat channels.
- Assist clients with inquiries regarding mutual fund investments, account setup, and transaction processing.
- Guide users in navigating the online platform and understanding its features and tools.
- Address customer, Relationship Manager (RM), and Business Partner (BP) complaints with professionalism and empathy.
- Resolve issues related to account access, transaction discrepancies, and other service-related challenges.
- Escalate complex problems to relevant departments and ensure prompt resolution.
- Maintain accurate records of all customer interactions and update the system consistently.
- Generate regular reports on customer queries, assistance provided, and issues resolved.
- Collaborate with Sales, Marketing, and IT teams to enhance the overall user experience.
Preferred Candidate Profile
- Bachelor’s degree in Finance, Business Administration, or related field (preferred).
- Prior experience in customer support, preferably within the financial services or mutual fund sector.
- Strong verbal and written communication skills.