Sqrrl

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.