Demat Service Executive – Account Activation

The Demat Service Executive will be responsible for contacting customers whose Demat/Trading accounts have recently been opened and ensuring that their accounts are successfully activated.

The executive will coordinate with customers and the relevant operations/brokerage team to complete pending requirements and resolve onboarding issues.

🎯 Key Roles & Responsibilities

1. Newly Opened Account Follow-Up

Receive the daily list of newly opened Demat/Trading accounts.

Contact customers within the defined TAT after account opening.

Welcome the customer and explain the next steps required for activation.

Maintain regular follow-up until the account is successfully activated.

2. Account Activation

The executive will be responsible for:

Checking the activation status of newly opened accounts.

Identifying pending activation requirements.

Guiding customers through the required activation process.

Following up on incomplete KYC/onboarding requirements.

Coordinating with the operations team wherever intervention is required.

Confirming successful activation and updating the status in the system.

3. Customer Support

Handle customer queries related to the account-opening and activation process.

Explain basic account features and onboarding procedures.

Assist customers with login/app access where applicable.

Escalate technical, KYC, or operational issues to the appropriate department.

Ensure customers receive timely responses.

4. Pending Account Management

Maintain a proper tracker of:

New Accounts → Contacted → Pending → Follow-Up → Activated → Escalated

The executive should ensure that no newly opened account remains unattended.

5. Activation Target

Achieve assigned daily/weekly/monthly activation targets.

Improve the percentage of newly opened accounts that become successfully activated.

Prioritize pending accounts and follow up systematically.

Monitor activation TAT and reduce unnecessary delays.

6. Customer Relationship

Maintain professional communication with customers.

Build a positive first experience after account opening.

Follow up politely without misleading customers or making unrealistic promises.

Maintain customer confidentiality and follow applicable KYC/compliance procedures.

7. Daily Reporting

The executive should submit a daily report containing:

Particular Details

New Accounts Received Number

Customers Contacted Number

Pending Accounts Number

Follow-Ups Completed Number

Accounts Activated Number

KYC/Technical Issues Number

Escalations Number

📊 Key Performance Indicators (KPIs)

The role can be measured primarily on:

1. Activation Rate

Newly opened accounts successfully activated ÷ Total newly opened accounts

2. Activation TAT

How quickly the executive gets accounts activated after opening.

3. Follow-Up Efficiency

Number of pending accounts successfully converted to activated accounts.

4. Customer Response & Service Quality

5. Compliance & Data Accuracy

🧠 Required Skills

Excellent communication and follow-up skills

Hindi + English communication preferred

Basic understanding of Demat/Trading accounts

Customer service orientation

Good telephone etiquette

Strong follow-up discipline

Basic Excel/Google Sheets/CRM knowledge

Ability to maintain accurate account records

Target-oriented approach

🎓 Eligibility

Qualification: 12th Pass / Graduate preferred

Experience:

Freshers can apply.

Experience in banking, stock broking, Demat services, telecalling, customer support, or financial services is an advantage.

🔄 Simple Workflow for the Employee

Account Opened

↓

New Account List Received

↓

Customer Called

↓

Activation Status Checked

↓

Pending Requirement Explained

↓

Customer Completes Requirement

↓

Operations/Broker Team Confirmation

↓

✅ ACCOUNT ACTIVATED

↓

CRM/Tracker Updated

🔥 One-Line Job Objective

“To ensure maximum and timely activation of newly opened Demat & Trading accounts through systematic customer follow-up, onboarding assistance, and coordination with the operations team.”

Suggested designation

I would specifically call this position:

“Demat Account Activation Executive”

rather than simply “Demat Service Executive.”

It makes the responsibility crystal clear to the employee: their primary KPI is converting newly opened accounts into successfully activated accounts.