Customer Service Officer Job in Sbi Funds Management Ltd. (sbifml)

Job Title: Customer Service Officer

Department: PDM Domestic Business

Location: Pune

Experience Required: 2 to 6 Years

Qualification: Graduate / Master s Degree (Mandatory)

Certifications: MDF Certified (Preferred), NISM (Desirable)

Reports To: Branch Head / Regional Customer Service Lead

Role Overview:

The Customer Service Officer acts as a vital link between the AMC and investors by ensuring exceptional service delivery, complaint resolution, transaction processing, and regulatory compliance. This role involves managing walk-in clients, coordinating with registrars (R&T agents), and supporting the field sales team to strengthen client relationships and improve overall investor experience.

Key Responsibilities:

Customer Interaction & Support

• Handle walk-in investors with professionalism and a service-first approach.
• Promptly respond to investor queries, complaints, and requests across mutual fund products.
• Assist clients in processing transactions including Purchase, Redemption, Switch, SIPs, and Special Products.

Transaction Processing & Coordination

• Coordinate with R&T agents (Registrar & Transfer Agents) to ensure timely and accurate resolution of investor requests.
• Ensure adherence to SEBI-prescribed cut-off timings and accurate documentation.
• Sight credits in bank accounts for reported transactions and validate cash flows.

Reporting & Regulatory Compliance

• Prepare and maintain accurate Daily MIS, Monthly Reports, Time Stamping Register, and Daily Transaction Report (DTR).
• Submit High-Value Transaction Reports and other regulatory reports in a timely manner.
• Stay updated with the latest SEBI guidelines and internal compliance procedures.

Product Knowledge & Communication

• Stay informed about SBIMF product offerings, market movements, and mutual fund regulations.
• Educate investors on product features, regulatory norms, and documentation requirements.
• Draft and review investor communication content in a clear, accurate, and professional manner.

Sales Support & Branch Operations

• Support the field sales team in ensuring clients receive smooth service post-sales.
• Contribute to branch-level investor engagement programs and awareness initiatives.
• Maintain an environment of operational excellence and risk control at the customer touchpoint.

Key Skills & Competencies:

Technical Skills:

• In-depth understanding of mutual fund operations and SEBI regulatory norms
• Familiarity with R&T coordination and transaction processing workflows
• Proficiency in MIS preparation, record keeping, and compliance reporting

Behavioral Competencies:

• Excellent verbal and written communication skills
• Customer-centric mindset with a proactive problem-solving approach
• Strong attention to detail and commitment to process integrity
• Ability to multi-task and prioritize under time-sensitive environments
• Team-oriented with a collaborative working style

Mandatory Requirements:

• Graduate or Postgraduate in any discipline
• 2 6 years of customer service experience in mutual fund or BFSI sector
• Knowledge of SEBI regulations and mutual fund products
• Excellent communication and investor handling skills

Desirable Profile:

• NISM Certification (especially Series V-A: Mutual Fund Distributors)
• Experience in a mutual fund branch / R&T / back-office operations
• Familiarity with handling large volume transactions and investor footfalls
• Strong drafting ability for investor communication and regulatory correspondence

Job Summary:

The Customer Service Officer plays a pivotal role in delivering high-quality service at the branch level, ensuring smooth transaction processing, investor satisfaction, and compliance with regulatory norms. This role contributes directly to investor retention, brand credibility, and seamless operational flow for SBIMF's Pune branch.