Role Overview:

We are looking for a proactive, empathetic, and detail-oriented Customer Support Executive to deliver exceptional service to our investors across PMS, Subscription, Advisory and Mutual Fund

verticals. This role requires strong knowledge of financial products, a client-first mindset, and the ability to resolve queries efficiently while maintaining high satisfaction levels.

Key Responsibilities:

- Handle inbound and outbound client queries via phone, email, and chat pertaining to PMS, Mutual Fund transactions, redemptions, non-financial transactions, and portfolio reporting.
- Manage and resolve client queries received through the Ticketing System (Freshdesk Portal) within defined TATs; track open tickets and ensure timely client updates.
- Assist clients through the onboarding and KYC process for Resident Individual (RI), Non Resident Indian (NRI), and Non-Individual accounts across PMS, Advisory, and Mutual Fund platforms, including documentation, FATCA compliance, and account activation.
- Manage and resolve client complaints within defined TATs; escalate SEBI/AMFI-related grievances to the appropriate teams and maintain accurate complaint logs.
- Gather and relay client feedback to relevant internal teams to support continuous improvement in product offerings, processes, and overall service quality.
- Collaborate with Operations, Compliance, and Technology teams to ensure seamless and efficient service delivery.




- Ensure strict adherence to regulatory and compliance requirements as prescribed by SEBI and AMFI across all client interactions and documentation.
- Maintain MIS records and prepare various operational and performance reports as required.

Key Requirements

- 1-4 years of relevant experience in client servicing or operations within the financial services industry, preferably in Mutual Funds, PMS, or Wealth Management.
- NISM Series V-A (Mutual Fund Distributor) certification preferred; NISM Series XXI-A (PMS) is an added advantage.
- Good understanding of capital markets, investment products (equity, debt, hybrid funds), and market terminology.
- Experience in handling HNI or retail investor queries with a high degree of professionalism and sensitivity.
- Excellent verbal and written communication skills in English and Hindi; regional language proficiency is a plus.
- Familiarity with CRM platforms (e.g., Freshdesk, JIRA, Salesforce) and MF transaction portals (BSE StarMF, MFU, CAMS, KFintech).
- Solid problem-solving skills with the ability to manage multiple queries simultaneously in a fast-paced environment.
- Self-motivated, client-focused individuals with a high level of ownership, accountability, and attention to detail.
- Ability to remain calm and empathetic under pressure, particularly during periods of market volatility when client anxiety is high.

📌 Customer Support Executive (Mumbai)
🏢 Mentra HR Services
📍 Mumbai