Circle Assistant

As a Circle Assistant, you are the servicing and execution backbone of the Infinite Circle. You take care of client handling once a customer is onboarded on Infinite; most interactions happen over text, with minimal video calls, while you engage and coordinate with the circle managers and investment teams. You own the complete platform onboarding, BSE StAR MF setup, mandate activation, portfolio fetch, transaction authentication, SIP setup, and day-to-day query resolution. This is not an advisory role. The Circle Assistant does not recommend schemes or portfolio changes independently. The role is to make approved advice easy, accurate, compliant, and seamless for the customer.

The core responsibilities for the job include the following:

Customer onboarding:

• Conduct video-call-assisted onboarding for new Infinite customers, including guided BSE StAR MF registration and the required customer authentications.
• Guide customers through detailed processes and next steps with clear instructions and timely follow-ups.

Transaction execution support:

• Facilitate approved buy, sell, switch, SIP, STP, and rebalancing transactions after customer sign-off and advisory approval.
• Check customer availability, bank-balance readiness, transaction cut-offs, payment links, and authentication status before execution.
• Track the transaction lifecycle from initiation to success or failure, and proactively follow up on rejections, expired links, bank issues, or pending OTPs.
• Maintain clean execution trackers for each customer, including action status, next step, owner, and expected completion date.

Customer query and ticket resolution:

• Act as the first-response operator for operational queries in the Infinite Circle and route advisory or complex queries to the right expert.
• Acknowledge customer messages quickly, clarify the issue, create and track tickets where needed, and close the loop with the customer.
• Communicate crisply, politely, and transparently across WhatsApp, email, calls, and internal trackers.
• Escalate time-sensitive issues such as NAV cut-off risk, payment failures, redemption delays, KYC/bank validation issues, and transaction failures.

Requirements:

• Graduate with 2-4 years of experience in customer operations, fintech, wealth, mutual funds, banking, broking, or high-touch support.
• Comfortable guiding customers over chat and video calls with patience, accuracy, and ownership.
• Strong attention to detail; able to follow SOPs, maintain trackers, and manage multiple customer actions without misses.
• Good understanding of mutual fund basics, KYC, bank mandates, SIPs, redemptions, and transaction flows; BSE StAR MF exposure is a plus.
• Good written and verbal communication in English and Hindi.
• A high-integrity operator who respects confidentiality, consent, compliance, and customer authorization.

Must-Have Operating Principles:

• MS Excel Proficiency Customer control: every transaction must be explicitly authorized by the customer.
• Ownership mindset: Don't just pass messages alongdrive each task to completion.
• Clarity over jargon: explain steps simply and keep the customer calm during execution.