Customer Experience Specialist, Stock Broking

Responsibilities

• Own the customer experience by handling complex or sensitive issues with deep integrity and a customer-first mindset.
• Manage High Interaction Tickets (HIT) that require in-depth investigation and personalized care.
• Resolve L1 escalations, serving as the definitive resolver for complex non-technical inquiries.
• Ensure strict adherence to Service Level Agreements (SLAs) by managing ticket queues diligently.
• Coordinate with product and engineering teams to resolve technical dependencies and follow up until resolution.
• Recommend process improvements based on root cause analysis of frequent escalations.
• Maintain meticulous documentation of escalated cases for reporting and compliance purposes.

Requirements

• Graduation (10+2+3) is mandatory.
• NISM Series VI or VII certification is mandatory.
• Fluency in both English and Hindi is essential.
• Excellent written and verbal communication skills, with the ability to explain complex financial concepts.
• Strong problem-solving skills and a customer-oriented mindset.
• Ability to work in a high-pressure environment with strong prioritization and time-management skills.

Preferred Qualifications

• Prior experience in Stockbroking Operations.
• Strong understanding of financial markets.
• Experience in a senior Customer Experience role.
• Basic knowledge of Excel and/or SQL for data retrieval and analysis.

Benefits

• Comprehensive insurance coverage including Medical, Critical Illness, Accidental, and Life Insurance.
• Wellness programs including an Employee Assistance Program and onsite medical center.
• Parental support including maternity, paternity, adoption, and day-care assistance.
• Mobility benefits including relocation and travel support.
• Retirement benefits including PF contributions, Gratuity, and NPS.
• Additional perks such as higher education assistance and car lease options.

About the Company

PhonePe is a leading digital payments and financial services platform in India. With over 600 million registered users, PhonePe offers a wide portfolio of services including insurance, lending, wealth management, and hyperlocal e-commerce. We aim to unlock the flow of money and provide every Indian with equal access to financial services.