To manage customer interactions across all business segments, within the laid down SOPs and regulatory guidelines. The job requires prompt and productive resolution and redressal of investor’s grievances and queries resulting in to a uniform and best in class service experience to all external as well as internal stake holders. The job also entails actively engaging with investors who are exiting, with an intention of retaining or winning back investors.
Job Context & Major Challenges
Job Context –
BSL AMC currently has presence in 86 locations which are called as Operational Point of Transactions (OPTs). These OPTs act as the touch points for the customers of BSLAMC for transactions and service requirements.
Out of the 86 locations 15 locations have dedicated client relations executives who focus on handling customer service activities.
On a daily average basis, these dedicated locations handle 45-50 customer/distributor interactions. These interactions are primarily by way of walk ins and on occasion by way of emails and phone calls.
The interactions could vary in nature from a simple requirement to a complicated issue which needs redressal to be carried out with a lot of sensitivity towards the investor. The job also requires proactive steps to be taken to facilitate smooth processing of certain sensitive type of transactions like transmission in case of death of an investor. An important and challenging part of the job is to engage with those set of investors who are seen to be exiting, and in case of SIPs whose tenure is approaching completion. The intention of this engagement being to understand the reason of exit, attempting to address dissatisfaction if any and retain or winback these investors. The job attains significant importance in view of the service experience felt by the investor, which could determine
Key challenges
a. Uniformly and effectively handling grievance received from various channels.
b. Displaying exceptional