Job
Description
Assets Servicing Job Location:Gurgaon, Bangalore and Mumbai Shift Time:2:00 PM-11:30 PM JOB DESCRIPTION: Responsibilities: Hands on experience with asset servicing, processing of paydown, interest and corporate actions for bonds- both mandatory and voluntary corporate actions. Hands on experience of using Bloomberg / Refinitiv / DTC for checking trade tickets, accrued interest, corporate actions etc. Good to have knowledge on deal documents for private bonds. Good to have knowledge on waterfall payments. Reconcile cash and positions across all funds on daily basis using DUCO platform Work across multiple groups to troubleshoot technical and accounting. Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Custody / Internal team for resolving exceptions on daily basis. Escalation of unresolved cash and position breaks to Manager and onshore team Create SOP and participate in training program Liaise with global teams and support ongoing projects, system integration, perform UAT, as needed Review and action incorrect PNL changes in the system (Geneva) vs Thirdparty or Day over day changes. Understanding of Accounting knowledge like PNL, Realized and Unrealized, FX PNL, Accrued Interest / Daily Interest on the various asset class like Bonds, Pvt Deal etc Review Deal Document / Credit Agreements / Notices for the asset setup in Geneva Desired Candidate Profile: Knowledge of Private Deals / Bonds Processing experience of using Geneva as a tool for booking capital activities, bond paydowns and interest (both fixed and variable bond) Reconciliation experience of Cash and Position using DUCO or any other Recon platform Hands on experience of processing activities manually in Geneva related to Credit events. Good to have knowledge on private placements, Bloomberg, Refinitiv/DTC, Bond Trade lifecycle Awareness of Agents Banks, Trustees and Custodian role in supporting Private Credit assets Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) with high proficiency in Microsoft Excel Highly motivated and the ability to effectively work as an individual contributor and possess strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines The profile involves effective communication across Clients' facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed
