Customer Services - Team Member PCG - SRM - North

<table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0" width="1727" style="width:1295pt;"> <tbody><tr style="border-left:1px solid #000000;height:14.5pt;"> <td width="308" nowrap="nowrap" valign="bottom" style="width:231pt;border-top:none;border-left:none;border-bottom:solid 1pt;border-right:solid 1pt;padding:0in 5.4pt 0in 5.4pt;height:14.5pt;"> <p class="MsoNormal"><span style="font-size:11pt;font-family:'Aptos Narrow', sans-serif;color:#000000;">Team Member PCG - SRM</span></p><p></p> </td> </tr> </tbody></table><p class="MsoNormal"><b><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">1. Service Request Management</span></b><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in"></span></p><p></p> <ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Ensure end-to-end management and resolution of all client service requests, queries, and complaints within defined Turnaround Times (TATs)</span><p></p></li> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Deliver first-time-right resolution with clear ownership and accountability until closure</span><p></p></li> </ul> <p class="MsoNormal"><b><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">2. Transaction Processing & Execution</span></b><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in"></span></p><p></p> <ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Execute and support financial transactions, including: </span><p></p><ul style="margin-top:0in;" type="circle"> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Mutual Fund transactions (purchase, redemption, switch)</span><p></p></li> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">PMS/AIF onboarding and servicing</span><p></p></li> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">ARN changes, transmission, and account modification requests</span><p></p></li> </ul></li> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Ensure accuracy and completeness in all transactions with zero tolerance for errors</span><p></p></li> </ul> <p class="MsoNormal"><b><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">3. Compliance & Documentation</span></b><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in"></span></p><p></p> <ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Validate client documentation in accordance with SEBI, AMFI, and internal compliance guidelines</span><p></p></li> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Maintain proper documentation, audit trails, and ensure readiness for internal/external audits</span><p></p></li> </ul> <p class="MsoNormal"><b><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">4. Client Engagement & Relationship Management</span></b><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in"></span></p><p></p> <ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Conduct structured client engagement activities, including welcome calls, birthday calls, and service follow-ups, ensuring 100% adherence.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Proactively communicate service updates and resolution status to clients and stakeholders.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" style="font-size:11pt;line-height:115%;" xml:lang="en-in">Strengthen client relationships and enhance overall client experience.</span><p></p></li> </ul>