Job Description

Job Location: Gurgaon and Mumbai
Time: 2:00 PM-11:30 PM 
WFO Only 
JOB DESCRIPTION:
Responsibilities: 
•    Hands on experience with asset servicing, processing principal activities like Drawdown, Paydown, Interest in Geneva
•    Reconcile cash and positions across all funds on daily basis using DUCO platform
•    Reviewing upcoming activities exceptions from Geneva – WSO accelerator, contract modifications as per the agent notices.
•    Work across multiple groups to troubleshoot technical and accounting problems
•    Ensure all the activities are processed and updated in Geneva. Reach out to Agents / Trustee / Internal team for resolving exceptions on daily basis.
•    Escalation of unresolved cash and position breaks to Manager and onshore team
•    Create SOP and participate in training program
•    Liaise with global teams and support ongoing projects, system integration, perform UAT, as needed

 Desired Candidate Profile:

•    Knowledge of Syndicated Bankloan/ Private Credit / CLO’s
•    Processing experience of using Geneva as a software tool for Syndicated Bankdebt Module
•    Reconciliation experience of Cash and Position using DUCO or any other Recon platform
•    Hands on experience of processing activities manually in Geneva related to Credit Facilities in Geneva
•    Awareness of Agents Banks, Trustee’s and Custodian role in supporting Private Credit

•    Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) with high proficiency in Microsoft Excel

•    Highly motivated and the ability to effectively work as an individual contributor and possess strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines

•    The profile involves effective communication across Clients' facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must

•    A demonstrated ability to write effectively and summarize large amounts of information succinctly and quickly

•    A desire to work in an international team environment, often under pressure and with multiple stakeholder

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver