Analyst - Client Services

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.

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