Bank Financial Advisor

Customer Service Associate – Securities/Capital Markets

Role summary

To support customers across securities/capital markets products through inbound/outbound calls and digital channels (email/chat/tickets). You’ll resolve queries end-to-end, ensure accurate trade/account support, and meet service, quality, and compliance standards in a fast-paced contact center environment.

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Core responsibilities

Ø Handle inbound/outbound calls and digital service requests (email/chat/case tool) for securities/capital markets customers.

Ø Account/DP queries, holdings, balances, statements, corporate actions

Ø Trade-related queries (order status, trade confirmation, contract notes, settlement timelines)

Ø Funds/securities movement queries and service requests

Ø Own the case until resolution, setting clear expectations and providing timely updates.

Ø Support customers with settlement-related queries, basic reconciliation-type checks, and issue triage using internal systems.

Ø Ensure adherence to SOPs/controls, complete KYC/verification steps and privacy checks as per policy before disclosing information.

Ø Maintain high accuracy in capturing requests, notes, and dispositioning.

Ø Meet KPIs such as AHT (where applicable), quality score, resolution TAT, CSAT/NPS contribution, productivity, and schedule adherence.

Ø Work closely with Operations, Risk/Compliance, and Product teams to resolve complex cases.

Skills & competencies

Ø Excellent verbal and written communication.

Ø Customer-first mindset with calm handling of high-pressure situations.

Ø Working knowledge of MS Office; comfort with CRMs, telephony, and case tools.

Required qualifications & experience

Graduate (any discipline). Finance/Commerce preferred.

Minimum 2 years of relevant experience in:

securities/capital markets contact center support, brokerage/back-office client servicing, or DP/trading support

NISM Series VII certification mandatory

Please Call Param- 9958111043