Analyst - Client Services

Actlogica Solutions Private Limited; Hyderabad; On-site; INR 550,000 - 900,000; Full time

Job summary

Actlogica Solutions Private Limited in Hyderabad is seeking a Client Services Analyst to onboard and support clients on our enterprise platform. You will serve as the bridge between clients and internal teams, delivering timely, friendly assistance and guiding users through Actlogica’s workflows.

Ideal candidates have experience in financial services, a focus on capital markets, and strong communication skills in English.

Qualifications

• Experience in financial services, especially capital markets or wealth management.
• Excellent written and verbal communication in English.
• Ability to analyze user challenges and explain solutions clearly.

Responsibilities

• Be the primary point of contact for customer inquiries, complaints, feedback, and service requests with prompt, friendly responses.
• Learn Actlogica features and workflows to educate and empower users.
• Troubleshoot issues, categorize and escalate complex problems as needed.
• Maintain SLA adherence and identify training needs to improve performance metrics.
• Contribute to the knowledge base by documenting common issues and creating helpful articles.

Skills

Financial services domain

Customer support

English communication

Education

NISM V Exam

Job description

Full time | Actlogica Solutions Private Limited | India

Job Information

• Work Experience 2-4 years
• City Hyderabad
• State/Province Telangana
• 500033

Job Description

As a Client Services Analyst at Actlogica, you will play a critical role in onboarding and supporting new companies on our enterprise platform, helping users navigate workflows with ease and confidence. You'll serve as a central connection between our clients and internal teams, providing not only technical support but also facilitating feedback to drive continuous product improvement. Your goal - To exceed user expectations with a supportive, knowledgeable approach and ensure that customer queries are resolved quickly and effectively.

Key Responsibilities

• Customer Support & Engagement: Act as the primary point of contact for customer inquiries, complaints, feedback, and service requests. Deliver prompt and friendly responses to foster a positive experience.
• Product Knowledge & Training: Engage with Product Managers and Subject Matter Experts to gain a comprehensive understanding of Actlogica’s features and workflows, enabling you to educate and empower the user community.
• Issue Resolution: Quickly categorize, troubleshoot, and resolve customer issues, escalating more complex problems as necessary.
• Quality & Performance: Ensure adherence to SLAs and identify areas for training that will improve key performance metrics.
• Knowledge Base Contribution: Develop resources for the Actlogica knowledge base by documenting common issues and crafting helpful articles for users.
• Complaint Management: Handle customer complaints to completion, ensuring a satisfactory outcome and prompt, detailed reporting on all cases.

Requirements

Ideal Candidate Profile

• Financial Services Expertise: Previous experience in the financial services industry is required, with a focus on the Capital Market domain. Should keep self aware of compliance aspects and regulator updates.
• Certifications: Preference for candidates who have passed the NISM V Exam.
• Analytical Skills: Strong understanding of financial concepts, with the ability to analyze user challenges and explain solutions across various levels of financial literacy.
• Empathy & Communication: Ability to empathize with users and articulate issues clearly in both written and spoken English.

Preferred Domain Experience

• Asset Types: Exposure to Mutual Funds, Direct Equity, Bonds, PMS, AIF, Fixed Deposits, and Loans.
• Wealth Management Ecosystem: Familiarity with operations related to Stock Brokers, RTAs like CAMS and Karvy, and Exchanges such as BSE and NSE.
• Specialized Knowledge: Understanding of Corporate Actions,and their implications, Computation of portfolio performance numbers, PMS Operations