Customer Support Executive

Mentra Hr Services; Mumbai; On-site; INR 550,000 - 900,000; Full time

Job summary

Mentra Hr Services seeks a proactive Customer Support Executive to serve investors across PMS, Subscription, Advisory, and Mutual Fund verticals. The role requires strong knowledge of financial products, client-first mindset, and efficient query resolution with high satisfaction levels.

The candidate will handle inquiries, assist onboarding and KYC, manage complaints, and coordinate with Operations, Compliance, and Tech teams to ensure compliant, quality service.

Qualifications

• 1-4 years of experience in client servicing or operations within financial services (Mutual Funds, PMS, Wealth Management).
• Knowledge of capital markets and investment products (equity, debt, hybrid funds).
• Experience with HNI or retail investor queries with professionalism.

Responsibilities

• Handle queries via phone, email, and chat for PMS, Mutual Fund transactions, redemptions, and portfolio reporting.
• Resolve tickets in Freshdesk within defined TATs and maintain logs.
• Assist onboarding and KYC for RI, NRI, and Non-Individual accounts across platforms.
• Manage complaints and escalate SEBI/AMFI grievances as needed.
• Gather client feedback for process and product improvements.
• Collaborate with Operations, Compliance, and Technology teams.
• Ensure adherence to SEBI/AMFI regulations in interactions and docs.
• Maintain MIS and prepare reports.

Skills

Client servicing

Financial product knowledge

CRM familiarity

Communication skills

Problem solving

Multitasking

Attention to detail

Education

NISM Series V-A Certificate

NISM Series XXI-A Certificate

Bachelor's degree in Finance

Tools

Freshdesk

JIRA

Salesforce

BSE StarMF

MFU

CAMS

KFintech

Job description

Role Overview

We are looking for a proactive, empathetic, and detail-oriented Customer Support Executive to deliver exceptional service to our investors across PMS, Subscription, Advisory and Mutual Fund verticals. This role requires strong knowledge of financial products, a client-first mindset, and the ability to resolve queries efficiently while maintaining high satisfaction levels.

Key Responsibilities

• Handle inbound and outbound client queries via phone, email, and chat pertaining to PMS, Mutual Fund transactions, redemptions, non‑financial transactions, and portfolio reporting.
• Manage and resolve client queries received through the Ticketing System (Freshdesk Portal) within defined TATs; track open tickets and ensure timely client updates.
• Assist clients through the onboarding and KYC process for Resident Individual (RI), Non Resident Indian (NRI), and Non‑Individual accounts across PMS, Advisory, and Mutual Fund platforms, including documentation, FATCA compliance and account activation.
• Manage and resolve client complaints within defined TATs; elevate SEBI/AMFI-related grievances to appropriate teams and maintain accurate complaint logs.
• Gather and relay client feedback to relevant internal teams to support continuous improvement in product offerings, processes, and overall service quality.
• Collaborate with Operations, Compliance, and Technology teams to ensure seamless and efficient service delivery.
• Ensure strict adherence to regulatory and compliance requirements as prescribed by SEBI and AMFI across all client interactions and documentation.
• Maintain MIS records and prepare various operational and performance reports as required.

Key Requirements

• 1-4 years of relevant experience in client servicing or operations within the financial services industry, preferably in Mutual Funds, PMS, or Wealth Management.
• NISM Series V-A (Mutual Fund Distributor) certification preferred; NISM Series XXI-A (PMS) is an added advantage.
• Good understanding of capital markets, investment products (equity, debt, hybrid funds), and market terminology.
• Experience in handling HNI or retail investor queries with a high degree of professionalism and sensitivity.
• Excellent verbal and written communication skills in English and Hindi; regional language proficiency is a plus.
• Familiarity with CRM platforms (e.g., Freshdesk, JIRA, Salesforce) and MF transaction portals (BSE StarMF, MFU, CAMS, KFintech).
• Strong problem‑solving skills with the ability to manage multiple queries simultaneously in a fast-paced environment.
• Self‑motivated, client‑focused individuals with a high level of ownership, accountability, and attention to detail.
• Ability to remain calm and empathetic under pressure, particularly during periods of market volatility when client anxiety is high.