JOB DESCRIPTION: IND Experts/Customer Success Associates for Prime Members

Role Summary:
An IND Prime Expert is a critical part of our mission to deliver best-in-class professional customer service to all IND
Prime members (which comprise mass-affluent, high and ultra-high net-worth individuals). This vital position
requires an action-oriented, flexible problem-solver who will assist Prime members in product onboarding, product
tours, day-to-day support on platform queries, transactions & coordination. IND Prime Expert will work in an
exceptionally driven, customer-obsessed team with the goal of “delivering a better financial future” for prime
members.

IND Prime experts will communicate with members primarily through mail, chat and phone, utilize a variety of
software tools to navigate prime member accounts, research and review policies and communicate effective
solutions in a fun and fast-paced environment. Be passionate about IND’s offerings, personal finance and technology
and obsessively help the INDmoney platform with the goal of “delivering a better financial future” for prime
members

Key Responsibilities:
● Develop a comprehensive understanding of the INDmoney’s features, services, andoperations
● Onboarding of prime members onto the INDmoneyapp
● Providing tours of the features in INDmoney app to Primemembers
● Actively addressing prime member concerns, complaints, andquestions
● Providing support to wealth management team for executing transactions & exceptionhandling
● Prime Member monthly Retention and NPSScore
● Identify and analyze issues, patterns, and trends in member requests; escalate these findings to
the appropriate business/productteam
● Serve as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills,
adherence to company policies, and a commitment to excellent customerservice

Basic Qualifications: Freshers ,QualifiedMBA Graduates (Preferably Finance background)

Knowledge and Skills Required:

Communication Skills:
● Excellent communication skills (written andverbal)
● Ability to communicate correctly and clearly with allcustomers
● Goodcomprehensionskills–abilitytoclearlyunderstandandstatetheissuescustomerspresent
● Ability to concentrate – follow customers issues without distraction toresolution
● Good composition skills – ability to compose a grammatically correct, concise, and accurate written
response
● Work successfully in a team environment as well asindependently
Customer Focus:

● Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced
environment
● Ability to empathize with and prioritize customerneeds
● Demonstrates interpersonal skills with a diverse customerbase
● Demonstrates conflict resolution, negotiation, and de-escalationskills
● Demonstrates ownership to resolve challenging customer issues, escalating whennecessary
● Ability to determine customer needs and provide appropriatesolutions

Problem Solving Skills:

● Effective problem-solving skills including decision making, time management and immediate prioritization of
tasks asassigned
● Ability to approach problems logically andrationally
● Action oriented, organized anddetail-oriented
● Ability to maintain composure in highly escalatedsituations
● Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative
and analytical problem solvers with a passion for excellent customerservice

What does INDmoney bring to the table :

Apart from monetary benefits, we offer

● Opportunity to work on cutting edgeproblems

● Informal workculture
● Freedom to experiment on new ideas andtechnologies
● Ahighlymotivatedworkenvironmentwhereyoulearnexponentiallyandgrowwiththeorganization
● An opportunity to create impact at a largescale