Investor Servicing Role - Customer Service - Mutual Funds

Key Responsibilities :

The candidate will be responsible for the following :

- AMC Branch Coordination including handling CSEs

- Monitoring various assignments like

- Handling NIGO cases in close co-ordination with RTA and AMC servicing locations

- Rejection remediation to ensure minimal rejections

- Resolution of investor and distributor queries

- RUD management & clearance

- Assisting sales on servicing queries

- Taking ownership in handling queries / complaints including SCORE complaints & other complaints received from regulators etc

- Conducting Conference Calls, review meetings with CSEs and various vendors including RTA, Minutes signoff

- Monitoring Call Centre operations at RTA

- Ensure adherence of Customer Services Manual through servicing points

- Ongoing communications to CSEs on key changes (AMFI/ SEBI) impacting investor/ distributor servicing

- Complete monitoring of servicing operations at AMC locations

- Handling new assignments / projects assign as and when required by the management

- Filing & record keeping

Skills set :

- Excellent skills in managing transaction processing activities and hands on complaint resolution skills

- Can take ownership of assigned work

- Trouble shooter - Independently & effectively handle escalation

- Quality management and identifying areas for improving Service delivery and working with RTA and other vendors to deliver these changes in line with AMC's business objectives / SLA

- Monitoring various operational turn around time of vendors, cost cutting measures, identifying gaps and ensuring its closure

- Candidate must have good knowledge of Mutual Fund Industry and must possess strong communication, presentation and interpersonal skills.

- Sound understanding of customer relationship management & operational activities.

- Manage and resolve day to day planning, operation and problem of a team of CSEs to meet with the required service level components.

- Preparation / sign off of various MIS reports in time related to your area of work

Liaises with :

- Internal customers (Sales & Marketing team, Banking Operations, CSEs etc)

- External customers (Walk In investors, Vendors like RTA, payment aggregator, KRAs, Distributors etc)

Reporting Manager :

- Co-Head - RTA

Experience :

- At least 7-8 years in Mutual Fund in Customer Servicing

Requisite Competencies:

- SEBI - Mutual Fund Operational Guidelines / AMFI Code of Ethics and best practices

- Ability to handle multi functional processes

- Good intra-personal relations for effective man management

- Good communication skills - oral and written.

- Awareness of best practices in the industry

- Can take Ownership & Responsibilities

- Communication, Teambuilding, Leadership, Managing Change, Problem Solving, Conflict Management, interpersonal and persuasive skills, sound Knowledge of technology. Should have varied experience across sectors.

Requisite Qualifications :

- An outstanding educational background, preferably a post graduate

Essential:

- Must be a graduate, post graduates & MBA preferred

- Mandatory

- Valid AMFI / NISM Certificatio