Investment Counselor

• Company: Renaissance Smart Tech Pvt. Ltd.
• Department: Customer Experience / Client Servicing
• Position: Investment Counselor
• Experience: 17 Years
• Qualification: Graduate in any discipline
• Location: Mumbai

About Renaissance Smart Tech Pvt. Ltd.

• Renaissance Smart Tech Pvt. Ltd. is a leading FinTech company specializing in innovative technology solutions for the investment management industry.
• Our flagship platform, Advisor Alpha, enables seamless and secure mutual fund investments by delivering a superior digital experience to financial advisors and investors.
• We are committed to leveraging technology to simplify investments while ensuring exceptional customer service and building lasting client relationships.

Job Summary

We are looking for a customer-focused and proactive Investment Counselor to manage client interactions and deliver exceptional service across multiple communication channels.

The candidate will be responsible for handling customer queries, resolving service requests, managing escalations and ensuring timely issue resolution. The role requires excellent communication, problem-solving and relationship management skills, along with a strong commitment to customer satisfaction.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer queries through phone, email and chat channels.
• Resolve customer concerns, complaints and service requests within defined timelines.
• Coordinate with internal teams to ensure timely resolution and closure of customer issues.
• Maintain accurate records of customer interactions, requests and resolutions in CRM systems.
• Ensure adherence to service quality standards, turnaround times (TAT) and organizational processes.
• Identify and escalate complex customer issues to the appropriate teams.
• Build and maintain positive customer relationships through effective communication and service excellence.
• Identify recurring customer concerns and provide feedback to improve processes and customer experience.
• Develop a thorough understanding of company products, services and operational processes to provide accurate information to clients.

Candidate Requirements

• 17 years of experience in Customer Service, Customer Support, Customer Success, Client Servicing or a similar customer-facing role.
• Excellent verbal and written communication skills.
• Strong interpersonal, problem-solving and customer-handling abilities.
• Hands-on experience in handling inbound and outbound calls, email support and chat support.
• Ability to manage customer complaints and escalations professionally and empathetically.
• Proficiency in MS Office and CRM applications.
• Ability to multitask, prioritize requests and work effectively in a fast-paced environment.
• Prior experience in BFSI, FinTech, Mutual Funds, Wealth Management or Financial Services will be an added advantage.

Educational Qualification

• Graduate in any discipline.

Preferred Skills

• Customer Service & Customer Support
• Client Relationship Management
• CRM Management
• Inbound & Outbound Calling
• Email & Chat Support
• Query and Complaint Resolution
• Customer Escalation Management
• Communication & Interpersonal Skills
• Problem-Solving & Coordination

Interested candidates can apply with their updated resumes.