Customer Support Manager

Role Overview

The Customer Support Manager is responsible for delivering exceptional customer service to investors and distributors by handling queries related to mutual fund investments, ensuring regulatory compliance, managing customer relationships, resolving complaints, and coordinating with internal departments, Asset Management Companies (AMCs), Registrars & Transfer Agents (RTAs), and regulatory authorities wherever applicable.

Key Responsibilities

• Customer Service & Relationship Management
• - Deliver prompt, accurate, and professional support to clients across phone, email, WhatsApp, chat, and walk-in interactions.
• - Act as the single point of contact for customer queries across Equity, Mutual Funds, Insurance, IPOs, Bonds, and other investment products.
• - Build and maintain strong customer relationships by providing timely and effective service.
• - Ensure high levels of customer satisfaction through proactive communication and issue resolution.
• - Customer Query & Service Request Management.
• Handle customer queries related to:
• - Equity Trading & Demat Accounts
• - Mutual Fund Investments (SIP, STP, SWP, Redemptions, Switches)
• - Insurance (Life, Health & General Insurance)
• - IPO Applications
• - Bonds, Fixed Deposits & Other Investment Products.
• - KYC & CKYC Updates
• - FATCA/CRS Compliance
• - Nomination & Bank Mandate Changes
• - Account Statements, Capital Gains Reports & Portfolio Reports
• - Account Opening, Modification & Closure Requests
• - Issue Resolution & Complaint Handling
• - Resolve customer complaints and service requests within defined Turnaround Time (TAT).
• - Coordinate with internal departments to ensure timely closure of customer issues.
• - Escalate critical cases whenever required and ensure complete customer satisfaction.
• - Maintain records of customer interactions and follow-ups.
• Operations & Coordination
• - Coordinate with Asset Management Companies (AMCs), Insurance Companies, Registrars & Transfer Agents (RTAs), Exchanges, Depositories (NSDL/CDSL), and other service providers.
• - Track pending requests and ensure timely processing of transactions and documentation.
• - Support customers throughout the transaction lifecycle.
• Regulatory Compliance
• - Ensure all customer requests comply with SEBI, AMFI, IRDAI, NSE, BSE, NSDL, CDSL, and internal compliance guidelines.
• - Verify documentation before processing transactions.
• -Maintain confidentiality of customer information and financial data.
• Process Improvement
• - Identify recurring customer issues and recommend process improvements.
• - Support automation and digitization initiatives to enhance customer experience.
• - Maintain updated knowledge of financial products, regulations, and operational procedures.
• Reporting & MIS
• - Prepare daily, weekly, and monthly MIS reports on customer queries, complaints, TAT, and service performance.
• - Track service quality metrics and customer satisfaction levels.
• - Provide insights and recommendations to improve operational efficiency.
• - Cross-functional Collaboration
• - Work closely with Sales, Wealth Management, Operations, Compliance, Insurance, Research, and IT teams to ensure seamless customer service.
• - Support new product launches and customer communication initiatives.
• - Assist in customer education through webinars, campaigns, and awareness programs where required.

Required Skills & Qualifications

• 2–3 years of experience in Mutual Fund Operations or Customer Service.
• Experience with AMCs, Wealth Management Firms, Stock Brokers, or Financial Services organizations preferred.

Key Competencies

• Customer Relationship Management
• Customer Service Excellence
• Product Knowledge (Equity, Mutual Funds & Insurance)
• Communication & Interpersonal Skills
• Problem Solving & Complaint Resolution
• Regulatory & Compliance Awareness
• Attention to Detail
• Coordination & Stakeholder Management
• Process Orientation & Operational Efficiency
• Time Management & Multitasking
• Analytical & Decision-Making Skills
• Teamwork & Collaboration
• Adaptability & Learning Agility
• Proficiency in MS Office & CRM Systems
• Client-Centric Approach

Why Join LM

• - Be a part of a trusted and growing financial services organization with over three decades of industry expertise.
• - Work across a diverse portfolio of financial products, including Equity, Mutual Funds, Insurance, IPOs, Bonds, and Wealth Management solutions.
• - Opportunity to build a rewarding career in a collaborative, customer-centric, and performance-driven environment.
• - Gain continuous learning, professional development, and exposure to the evolving financial services industry.
• - Accelerate your career with growth opportunities, challenging assignments, and a culture that recognizes performance and innovation.