Investor Relationship Analyst

Prachay Group; Pune District; On-site; INR 300,000 - 540,000; Full time

Job summary

BondSmart seeks a customer support specialist in Pune to handle queries via phone, email, WhatsApp and chat, guiding customers through account opening, e-KYC, and onboarding.

You will assist investors with bond investments, payments, settlements, and redemption-related questions, resolve complaints promptly, coordinate with Operations, Compliance, Technology, and Sales, and educate customers about products and the investment process, while ensuring regulatory compliance.

Qualifications

• Excellent verbal and written communication in English and Hindi.
• Strong customer service orientation with interpersonal skills.
• Ability to explain financial products in simple terms.
• Proficient with CRM software and Microsoft Office.
• Capable of multitasking in a fast-paced environment.
• Awareness of compliance with internal policies and regulations.

Responsibilities

• Handle customer queries through phone, email, WhatsApp, and chat.
• Guide customers through account opening, e-KYC, and onboarding processes.
• Assist investors with bond investments, order placement, payments, settlements, and redemption-related queries.
• Resolve customer complaints promptly while maintaining high service standards.
• Coordinate with Operations, Compliance, Technology, and Sales teams for issue resolution.
• Maintain accurate records of customer interactions in CRM/helpdesk systems.
• Follow up with customers until issues are fully resolved.
• Educate customers about BondSmart’s products, platform features, and investment process.
• Escalate critical issues to the appropriate internal teams.
• Monitor service quality and contribute ideas for improving customer experience.
• Ensure compliance with internal policies and regulatory requirements while interacting with customers.

Skills

Bilingual English/Hindi

Excellent communication

CRM software

MS Office

Problem solving

Education

Graduate or Post Graduate

NISM Certification (advantage)

Tools

CRM software

Microsoft Office

Job description

• Handle customer queries through phone, email, WhatsApp, and chat.
• Guide customers through account opening, e-KYC, and onboarding processes.
• Assist investors with bond investments, order placement, payments, settlements, and redemption-related queries.
• Resolve customer complaints promptly while maintaining high service standards.
• Coordinate with Operations, Compliance, Technology, and Sales teams for issue resolution.
• Maintain accurate records of customer interactions in CRM/helpdesk systems.
• Follow up with customers until issues are fully resolved.
• Educate customers about BondSmart’s products, platform features, and investment process.
• Escalate critical issues to the appropriate internal teams.
• Monitor service quality and contribute ideas for improving customer experience.
• Ensure compliance with internal policies and regulatory requirements while interacting with customers.

Job Description

• Handle customer queries through phone, email, WhatsApp, and chat.
• Guide customers through account opening, e-KYC, and onboarding processes.
• Assist investors with bond investments, order placement, payments, settlements, and redemption-related queries.
• Resolve customer complaints promptly while maintaining high service standards.
• Coordinate with Operations, Compliance, Technology, and Sales teams for issue resolution.
• Maintain accurate records of customer interactions in CRM/helpdesk systems.
• Follow up with customers until issues are fully resolved.
• Educate customers about BondSmart’s products, platform features, and investment process.
• Escalate critical issues to the appropriate internal teams.
• Monitor service quality and contribute ideas for improving customer experience.
• Ensure compliance with internal policies and regulatory requirements while interacting with customers.

Skills And Knowledge

• Excellent verbal and written communication skills in English and Hindi. Knowledge of regional languages will be an added advantage.
• Strong customer service orientation and interpersonal skills.
• Ability to explain financial products in simple and easy-to-understand language.
• Good problem-solving and conflict resolution skills.
• Comfortable working with CRM software and Microsoft Office.
• Ability to multitask and work efficiently in a fast-paced environment.
• High level of ownership, patience, and attention to detail.

Educational Qualification

Any Graduate or Post Graduate/ NISM Certification would be an added advantage