Customer Support Executive

About the Role:

We are looking for a dedicated and customer-centric professional to join our team. This role acts as the primary point of contact for customers and distributors, ensuring seamless service delivery, regulatory compliance, and a positive customer experience across multiple touchpoints. The ideal candidate will bring strong operational expertise, a problem-solving mindset, and the ability to guide both customers in navigating complex financial products and processes.

Key Responsibilities:

• Act as the primary support point for customers and distributors across multiple channels Call, email, chat, and social media ensuring prompt, accurate, and empathetic responses.
• Handle customer escalations and complex service requests with a problem-solving mindset while maintaining compliance with regulatory requirements.
• Support investors with onboarding, KYC/FATCA formalities, and guide them through transactions across investment and wealth products.
• Process and monitor transaction requests (via email, WhatsApp, SMS, PMS, and in-branch) with strict adherence to SOPs and compliance guidelines.
• Prepare and submit timely compliance and regulatory reports.
• Collaborate with internal teams (Sales, Operations, Compliance, Tech) to resolve discrepancies and deliver seamless customer service.
• Manage sensitive customer cases (such as transmission or regulatory escalations) with empathy and accuracy.
• Mentor and guide team members on best practices in customer interaction, quality standards, and turnaround times (TAT).
• Contribute to process enhancements that improve efficiency and customer satisfaction.

Eligibility Criteria:

• Bachelors degree in commerce or equivalent.
• Relevant certifications (e.g., NISM or other investment/wealth management certifications) will be an added advantage.

Skill Required & Competencies

• 3+ years of customer support and Ops in financial services, preferably across investment or wealth management products.
• Strong expertise in customer relationship management, escalation handling, and issue resolution.
• Excellent communication skills (verbal & written) with the ability to build trust and manage stakeholder expectations.
• Familiarity with investment operations, regulatory compliance, and financial platforms.
• Technical proficiency in MS Office, CRM tools, and transaction processing systems.
• Ability to lead and mentor a customer support team.