Priyanka Raut

• Responsible for handling Mutual Fund Customer Service Team
• Call center management: Monitoring call center activities, conducting call quality audit
• Email Management: Monitoring service email id to ensure quality responses within TAT
• Conducting Quality audits of emails responded by team
• Evaluation of Agents performance and providing necessary feedback and training for improvement
• Monitoring handling of investor grievances / regulatory complaints including AMFI, SCOREs and ensure resolution within prescribed TAT
• Responsible for Regulatory Reports pertaining to Customer Service
• Standardizing and preparing templates for transactional communication via Email, SMS & Letters
• Responsible for registering SMS templates on DLT portal
• Preparing review reports for Senior Management
• Conducting analysis of data and implementing improvisation for weak areas
• Independently handling Annual Audit
• Standardizing processes and preparing process manual for Customer Service Department
• Preparing training material, conducting training and tests.

• Responsible for handling RTA Operations & IR in MF / AMC
• Effective handling & monitoring day to day RTA Operations viz transaction processing, effective allotment / pay outs, monitoring Controls, KYC, Recon, Audit etc
• Smooth Branch coordination to ensure minimal complaints and quick resolution
• Handling requests Institutional clients, daily monitoring & sign off Liquid / Ultra short transactions reported at HO.

• Monitoring Call Center activities, evaluation of Agents performance
• Coordinate with RTA & other vendors / Service Providers
• Handling various Non-Commercial transactions
• Independently monitoring grievances / complaints including SCORE / regulatory complaints and ensure complete resolution within prescribed TAT
• Handle new initiatives / projects including Digital ones, as and when required.

• Monitoring Call Center activities, evaluation of Agents performance
• Coordinate with RTA & other vendors / Service Providers
• Handling various Non-Commercial transactions
• Independently monitoring grievances / complaints including SCORE / regulatory complaints and ensure complete resolution within prescribed TAT
• Handle new initiatives / projects including Digital ones, as and when required.

Key Deliverables:

• Servicing clients – Collecting, scrutinizing and arranging to deposit all applications to R & T Agent offices.
• Coordinator between Sales Team and Office boys.
• Preparation of MIS on daily basis.
• Co-ordination with branches all over India for MIS and other required reports. Sep ’07 to Feb ‘08 The Saraswat Co-operative Bank Ltd. Executive - Clearing
• Handling queries regarding Mutual fund investments from branches all over India.
• Handling Mutual Fund queries from walk-in investors, on phone and mails.
• Co-coordinating with AMCs and Registrars & Transfer Agents for resolving investor queries and other requirements.
• Co-ordination with AMCs for NFOs, Product Notes and circulating same to branches all over India. • Handling Petty Cash for Distribution Dept

• Handling queries regarding Mutual fund investments from branches all over India
• Handling Mutual Fund queries from walk-in investors, on phone and mails
• Co-coordinating with AMCs and Registrars & Transfer Agents for resolving investor queries and other requirements
• Co-ordination with AMCs for NFOs, Product Notes and circulating the same to branches all over India
• Handling Petty Cash for Distribution Dept.