Team Member - CS Coordinator

Role overview

Team Member - CS Coordinator at Kotak Securities

Responsibilities

• Review, process, and verify client documentation as per company standards and regulatory requirements.
• Coordinate with CS and Operations teams to ensure all documentation is completed and submitted in a timely manner.
• Coordinate with relevant departments to address client needs and schedule appointments or meetings as required.
• Provide feedback to both teams to improve processes and enhance client satisfaction.
• Conduct retention calls to existing clients to ensure continued satisfaction, address any concerns, and identify opportunities for further engagement.
• Prepare and maintain reports on client interactions, documentation status, visit logs, and call activities.

Additional role details

• 1. Client Query Resolution:
• Serve as the main contact between the CS and Operations teams to address and resolve client queries.
• Analyse and interpret client issues, coordinate with relevant departments, and provide timely and accurate solutions.
• Follow up with clients to ensure satisfaction and resolve any outstanding issues.
• 2. Document Processing:
• Maintain accurate records and files of client documents, ensuring data integrity and confidentiality.
• 3. Client Visits:
• Greet and attend to clients visiting the Head Office, ensuring a professional and welcoming experience.
• Assist clients with their inquiries, provide necessary information, and guide them through the visit process.
• 4. Communication and Coordination:
• Facilitate effective communication between the CS and Operations teams to ensure alignment on client-related issues.
• Organize and participate in regular meetings with both teams to review and address ongoing client concerns.
• 5. Retention Calling and Client Communication:
• Send professional and timely emails to clients to communicate updates, resolve issues, and provide information as needed.
• Make outbound calls to clients to inform them of the status of their requests, providing clear and accurate information.
• 6. Administrative Support:
• Handle administrative tasks related to client interactions, including scheduling, correspondence, and record-keeping.
• 7. Compliance and Quality Assurance:
• Ensure compliance with company policies, procedures, and industry regulations in all client interactions and documentation processes.
• Participate in quality assurance initiatives to continuously improve client service and operational efficiency.