Customer Service Executive

Job Summary

We are looking for a dedicated and detail-oriented Customer Service Executive – Operations to manage client servicing, operational processes, and transaction support for financial products including Mutual Funds, Insurance, PMS (Portfolio Management Services), Fixed Deposits (FD), and Loan Against Securities (LAS). The candidate should possess strong communication skills, operational knowledge, and a customer-centric approach to ensure seamless service delivery and client satisfaction.

Key Responsibilities:

Client Servicing & Relationship Management

Handle client inquiries, service requests, and operational queries through calls, emails, and other communication channels.

Deliver prompt, professional, and effective resolutions to client concerns.

Build and maintain strong relationships with clients through exceptional service standards.

Ensure regular follow-ups and timely closure of all client-related requests.

Operations & Transaction Processing

Process transactions related to Mutual Funds, Insurance, PMS, Fixed Deposits (FD), and Loan Against Securities (LAS).

Verify Statements of Account (SOA), transaction forms, KYC documents, and supporting paperwork.

Ensure error-free execution of transactions within defined Turnaround Time (TAT).

Coordinate with Asset Management Companies (AMCs), insurance providers, banks, and other financial institutions for smooth transaction processing.

Monitor pending cases and ensure timely completion of operational activities.

Documentation & Compliance

Maintain and update client records, documentation, and operational databases.

Ensure all documentation complies with company policies and regulatory requirements.

Maintain confidentiality and accuracy of client information.

Support audit and compliance requirements by ensuring proper record management.

Reporting & MIS Management

Prepare and maintain daily operational reports, MIS reports, quarterly reports (QTR), and Excel trackers.

Update internal systems with accurate and timely information.

Generate operational performance reports and transaction status updates for management review.

Track pending requests and maintain service dashboards.

Coordination & Follow-Up

Coordinate with internal teams, relationship managers, and external partners for case resolution.

Follow up on pending transactions, renewals, documentation, and client requests.

Ensure proactive communication regarding transaction status and service updates.

Business Support & Target Achievement

Support client acquisition and onboarding activities.

Contribute to business growth through quality client servicing and retention.

Achieve assigned targets for:

New Client Acquisition

Loan Against Securities (LAS) Business

Identify opportunities for cross-selling and referrals wherever applicable.

Service Excellence & Ownership

Take complete ownership of assigned operational and client servicing tasks.

Maintain high levels of accuracy, productivity, and customer satisfaction.

Demonstrate a problem-solving mindset and a solution-oriented approach.

Ensure adherence to company policies, service standards, and operational processes.

Freshers are not eligible for this role.

Technical Skills

Good working knowledge of MS Excel, MS Word, and email communication.

Experience in MIS preparation and transaction processing.