Job Title: Assistant Manager II/Deputy Manager IDepartment: Membership(Customer Support profile)Reports to: Deputy Vice PresidentExperience:2-3 yearsRequired Qualification:Diploma/Graduate in Commerce/Finance/Business ManagementDiploma in IT or equivalentPreferred Qualification: Diploma/Graduate in Commerce/Finance/Business Management,Diploma in IT or equivalent. Candidates with experience in phone banking in banks/Insurance/MF, client servicing role shall be considered favorablySkill, Knowledge &Trainings:The incumbent should have excellent communication skills, be able to understand and resolve customer queries, basic understanding of financial products should be there.Core Competencies:· Good written and verbal communication skills.· Computer efficiency· Committed to work· Proactive and customer service oriented.Functional Competencies:· Should be able to understand customer queries.· Preferably should have the basic understanding of the financial products like Securities, Forex, Derivatives and Money market.· Should have good working knowledge of MS Excel. Should have exposure client servicing.Job Purpose:The key responsibilities of the incumbent includes handling customer queries and resolving them through phone or email responses. The incumbent should well versed in understanding customer requirements, offer solutions, co-ordinate with internal teams, resolve queries within the TAT. The position would involve extensive interaction with the members and work within defined TAT.Area of OperationsKey ResponsibilityCustomer Support - Email/telephone based query resolutionHandling Customer Support desk and Query resolutionSystem testing of customer support softwareUnderstanding the working of the software for query resolution, handling upgrades in the softwareMIS preparation for managementData preparation and submissionHandling AuditsHandling compliance related to customer support desk
