Analyst - 2 | Wealth Management

The role is within Wealth Management India Operations in Pune. This is a migration role and is a new team setup for Money Movement and Support for Private and Wealth Passport Clients.

Description Summary: Under direct supervision, responsible for following established guidelines and identifying and resolving basic problems and servicing clients via telephone calls. Provide high level, essential support regarding online profiles such as unlocking platform IDs and providing general navigational support. At times, this may include submitting technical issue tickets for the IT Support team to review and assist for full resolution. This candidate must have the ability to troubleshoot and assist clients basic online capabilities as well as creating proper documentation to creating historical call/interaction summaries.

Major Duties:

• Manage approximately 10-15 inbound calls per day in a timely manner, providing quality servicing of client calls through effective use of established communication skills and by providing accurate information.
• Responsible for identifying client need, clarify information, research issues, and provide solutions and/or alternatives.
• Log all client inquiries received via phone with a detailed description of client issue/problem and action taken for resolution in our CRM database (Partner Workstation).
• Maintain system access and knowledge level as it pertains to each program that the representative has been trained on and occasionally attend educational seminars to improve knowledge and performance level.
• Expected to use some initiative but refer more complex problems to supervisors/experts, Works effectively as a team member but also independently.

Additional Duties:

• Responsible for ensuring timely and accurate processing of transactions within established guidelines.
• Ensures day to day deliverables are met. Checklists are to be prepared and submitted to the next level daily.
• Handles resolution of issue highlights issues to the supervisors/experts
• Tracks trends within the daily deliverables (SLA/KRA) and work along with supervisor to enhance their processes / procedures knowledge.
• Responsible for identifying and resolving problems within established guidelines.
• Expected to use some initiative but refer more complex problems to supervisors/experts.
• Works effectively as a team member but also independently.
• Working towards becoming proficient in all areas of the job.
• Running and creating formal reports. Creating and executing function specific reports.
• Follows the incident/regulatory breach (operational risks) arising from processes reporting procedure with rigor.

Knowledge and Skills: Strong phone and written communication skills required. Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging callers with minimal assistance. Computer literacy is required with the ability to navigate several different applications/systems simultaneously. Strong teamwork capabilities.

Experience: A College or University degree and/or relevant work experience in comparable industry and/or call center setting, or customer support role is preferred. Basic Functional / Industry Knowledge is preferred. Analytical and problem-solving skills are required. Interpersonal and client relationship skills required.

• Experience :A College or University degree with at least 12 months of relevant work experience.
• Preferred Experience : Inbound Customer Relations, Client Servicing with some knowledge in the financial industry
• Shift: APAC and EMEA Shifts