01Overview
Job Description: Job Title: Assistant Manager II/Deputy Manager I
Department: Membership
(Customer Support profile)
Reports to: Deputy Vice President
Experience:2-3 years
Required Qualification:
Diploma/Graduate in Commerce/Finance/Business Management
Diploma in IT or equivalent
Preferred 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 favorably
Skill, 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 Operations
Key Responsibility
Customer Support - Email/telephone based query resolution
Handling Customer Support desk and Query resolution
System testing of customer support software
Understanding the working of the software for query resolution, handling upgrades in the software
MIS preparation for management
Data preparation and submission
Handling Audits
Handling compliance related to customer support desk .
