Customer Support Associate - Financial Services

As a CST Associate at Paytm Money, you will be part of the Customer Support Team, providing top-tier service to users and resolving their issues effectively. This role requires excellent communication skills and a customer-first mindset to ensure a positive experience for all Paytm Money customers.

Key Responsibilities:

Customer Query Handling:

Respond to customer inquiries related to mutual funds, equity trading, account setup, and other financial products offered on the Paytm Money platform.

Resolve customer queries through multiple channels (email, chat, phone) in a timely and professional manner.

Maintain a high level of customer satisfaction by providing accurate and timely information.

Issue Resolution:

Troubleshoot and resolve user issues related to account operations, transactions, KYC processes, etc.

Work closely with the technical and product teams to escalate and resolve complex issues or bugs that affect customers.

Track and follow up on pending customer issues to ensure quick and effective resolution.

Customer Feedback & Improvements:

Record customer feedback and insights, and share them with relevant teams for continuous product and service improvement.

Identify trends in customer queries and work on improving processes to minimize recurring issues.

Documentation & Reporting:

Maintain logs of customer interactions, issues, and resolutions in the CRM system.

Prepare daily/weekly reports on customer queries, escalations, and overall service levels.

Analyze the data to provide actionable insights and recommendations to improve customer experience.

Compliance & Process Adherence:

Ensure all customer interactions are handled in line with regulatory guidelines and company policies.

Follow protocols for handling sensitive financial and personal information.

Stay updated on product knowledge, processes, and industry regulations to provide accurate information to customers.

Collaboration & Cross-functional Support:

Collaborate with internal teams including sales, marketing, compliance, and product to resolve customer issues.

Work with external vendors/partners, if required, to ensure smooth operations and customer experience.

Skills & Qualifications:

Educational Background: Bachelor’s degree in any discipline, preferably in Finance, Business, or related fields.

Experience: 2-4 years of experience in customer support or client servicing, preferably in financial services or fintech.