Payal Dixit
Customer Service Executive
Pune,MH
Summary
Accomplished Customer Service Executive with a proven track record at Franklin Templeton, excelling in client support and effective problem resolution. Demonstrated effective listening and communication skills, fostering strong relationships and ensuring seamless transaction processing.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Customer Service Executive
Franklin Templeton
05.2023 - Current
- Re-established communication with key distributors, and ensured regular follow-ups.
- Ensured MF360 logins to track and manage distributor interaction effectively.
- Maintained consistent communication through calls and emails with the distributor.
- Delivered service excellence through timely query resolution and prompt updates.
- Helped improve the distributor experience by aligning services with their current needs.
- Supported the onboarding and documentation process for new IFSs.
- Provided backend support for sales campaigns and distributor outbound calls.
- Participated in regular meetings to remain aligned with sales strategies.
- Updated self with recent regulatory changes through a training session.
- Assisted in the implementation of updated process flows where required.
- Resumed ownership of daily front desk operations with high accuracy.
- Handled customer walk-ins and distributor visits as SOP.
- Maintained TAT in addressing escalations and queries via emails and calls.
- Monitored and ensured smooth transaction processing with minimal errors.
- Supported the timely upload of DTR entries.
- Ensured coordination with CAMS for reconciliation and closure of pending items.
Customer Service Executive
Aditya Birla Sun Life Mutual Fund
07.2021 - 04.2023
- Contact a unique set of distributors each day, and build relationships. In the process of the conversation, address queries, requests, and complaints, and provide 100% resolution, too.
- Promotion of Digital Banking Platforms - While having a conversation with the distributors, educate and encourage them to use the various digital mediums and platforms that are available for mutual fund transactions and needs.
- Managing day-to-day transactions, like KYC completion of individuals and non-individuals.
- Timely intimation of rejections, expiry of SIPs, purchase, redemption to IFA, and WINBACK transactions. Queries around Folio valuations, FATCA, UBO, NACH, Dividend, etc.
- Generate and dispatch/email account statements, capital gain or loss SOA, exit load, etc. to investor, distributor, bank, ND
- Manage issues around NAV allotment, including purchase posting, un-posting, reconciliation of fund/unit allotment, and other non-financial transaction requests, such as changes to bank, transmission, SIP, etc.
- Manage brokerage-related queries, structure, payout, and clawback.
- Capturing each distributor interaction into CRM Dynamics for future requirements and analysis of various requests, queries, and complaints.
- Escalations of customer complaints related to SIP, CSIP, NACH, KYC, Brokerage, etc., to the CAMS office, and provide suitable solutions to the distributor.
Customer Service Executive
SBI Mutual Fund
11.2017 - 07.2021
- Handling customer issues and providing a proper resolution on a day-to-day basis.
- Assist and support administrative staff in day-to-day operations.
- Support sales staff in handling and documenting customer accounts/information.
- On request from clients checking their portfolios or bank statements as per their needs.
- Reverting on emails and other important information related to financial and non-financial transactions.
- Cross-checking and verifying non-financial transactions, financial transactions, and forwarding to local CAMS for further processing.
- Quality checking of all the financial and non-financial transactions, as well as for the communications sent to investors (mail or letter).
- Co-ordinate with sales staff in helping their clients' queries.
- Co-ordination with CAMS for queries regarding financial and Non-Financial Transaction.
- Preparing the DTR of all financial and non-financial transactions.
Education
Bachelor in Commerce -
Savitribai Phule Pune University
Pune 04.2001 -
Skills
- Client support
- Effective problem resolution
- Effective listening
- product knowledge
Timeline
Customer Service Executive
Franklin Templeton
05.2023 - Current
Customer Service Executive
Aditya Birla Sun Life Mutual Fund
07.2021 - 04.2023
Customer Service Executive
SBI Mutual Fund
11.2017 - 07.2021
Bachelor in Commerce -
Savitribai Phule Pune University
04.2001 -