Voice Support Lead (Stock Broking) Mumbai

Monarch Networth Capital Ltd; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Monarch Networth Capital is seeking a Voice Support professional to deliver real-time assistance to internal stakeholders. The role involves identifying telephony gaps, implementing call recording solutions, and ensuring compliance across branches.

You will handle live voice queries, escalate complex issues, and contribute to quality assurance by monitoring recordings and feedback loops. The ideal candidate has 3–6 years in voice-based support within financial services, with strong communication

Qualifications

• Graduate in any discipline.
• 3–6 years of voice-based technical support or customer service in financial services.

Responsibilities

• Identify gaps in telephony systems, and implement calling and call recording solutions for retail broking and customer service.
• Handle incoming voice queries, troubleshoot initial issues, and provide prompt resolutions.
• Escalation management to second-line support or technical teams.
• Quality assurance: ensure calls are recorded, track pain points, and provide feedback.
• Follow scripts, compliance guidelines, and logging procedures.
• Monitor and manage the network.

Skills

Communication skills

Problem solving

Education

Graduate in any discipline

Job description

As we scale across multiple business verticals, our communication channels must operate with absolute precision and efficiency. The Voice Support role exists to deliver exceptional, real-time assistance to internal stakeholders, acting as the frontline voice of reliability and trust for our expanding organization.

Job Responsibilities :

• Identify the gaps in the current telephony systems across the branches along with voice recording. Evaluate and implement the calling and call recording solution for retail broking and customer service. Handle incoming voice queries, troubleshoot initial technical or operational issues, and provide prompt, accurate resolutions in alignment with service standards.
• Escalation Management: Identify complex technical or service requests, document details meticulously, and route them to the appropriate second-line support or technical teams.
• Quality Assurance: Ensure all required (dealers/ traders) calls are recorded, track common pain points, and provide constructive feedback to the teams to reduce recurring issues.
• Process Adherence: Follow established communication scripts, compliance guidelines, and logging procedures to maintain complete transparency and accountability.
• Monitor and manage the network

Job Requirements

Qualifications : Graduate in any discipline.

Experience : 3-6 years of experience in a voice-based technical support or customer service environment, preferably within financial services, broking, or fintech domains.

Functional Competencies : Problem-Solving: Strong aptitude for diagnosing user issues quickly over a live call and guiding them through step-by-step troubleshooting.

Behavioral Competencies : Communication Skills: Exceptional verbal and written communication skills with a neutral accent, active listening abilities, and a customer-first attitude.

About Monarch Networth Capital :

Monarch Networth Capital is a listed entity, with a market cap of Rs 3,000+ Crs & three decades of experience in financial services’ businesses, spanning Retail Broking, Asset Management (AIF & PMS) Institutional Equities, Investment Banking, Debt Capital Market, Wealth and Third-party product distribution.

It has a sprawling presence across 140+ cities through 33+ branches and 900+ sub-brokers. Working in consistent conformity with a credo of “creating lasting value for customers” and a diverse portfolio of services, Monarch Networth Capital derives its differentiation from strong and in-depth research framework. It thrives on wealth augmentation and work with a “Client First” approach, across each segment of business operations. As a professionally managed organization, Monarch promotes “entrepreneurship” and a self-motivated work culture.