Pay: ₹25,000.00-₹32,000.00 per month
Job Description:
Location: Sector 67, Mohali (Punjab)
About the Role
We are looking for a detail-oriented Drafting Executive / Case Coordinator to handle client complaints related to stock market participants regulated by the Securities and Exchange Board of India (SEBI), including Stock Brokers, Research Analysts (RA), and Investment Advisers (IA).
This role perfectly bridges client relationship management with analytical documentation. You will actively communicate with clients to understand their financial grievances, document detailed call insights, and prepare structured, legally sound representations for submission to regulatory authorities.
Key Responsibilities:
Client Interaction & Case Understanding
- Conduct detailed calls with clients who have filed complaints regarding stock market disputes (e.g., mis-selling, unauthorized trades, advisory fraud).
- Clear and professional communication to gather complete timelines, financial facts, and the core context of the grievance.
- Maintain complete accuracy in documenting exactly what clients discussed during calls, logging all case history and data points effectively.
Case Management & Tool Utilization
- Comfortably operate CRM systems to manage client pipelines, track ticket statuses, and update case notes.
- Ensure robust digital file management, keeping all client documents, evidence, and records highly organized and structured.
Drafting, Documentation & Evidence Analysis
- Prepare clear, professional complaint drafts, formal emails, and representations in both English and Hindi.
- Review trade statements, ledger reports, call recordings, emails, and agreements to identify discrepancies or compliance violations.
- Ensure all drafts are factually airtight and thoroughly supported by collected evidence.
Regulatory Coordination & Resolution
- Assist clients in filing structured complaints on the SEBI SCORES platform and other regulatory forums.
- Coordinate with relevant bodies like the Reserve Bank of India (RBI) or cybercrime authorities when required.
- Collaborate with senior legal and fraud experts to strengthen documentation for complex cases.
Job Requirements & Qualifications
- Experience: 1–3 years of professional experience blending calling/customer support with backend documentation.
- Preferred Backgrounds: Prior experience in BPO/KPO, telecom support, insurance claims operations, banking operations, or e-commerce escalations is highly preferred.
- Domain Knowledge: Minimum 1 year of experience or strong functional knowledge in the Stock Market / Dispute Resolution is required.
- Language Fluency: Professional fluency in both Hindi and English (strong verbal communication for client calling and excellent formal writing skills for drafting).
- Technical Comfort: Prior experience working with CRM tools and structured file management systems.
Must-Have Skills
- Strong foundational understanding of stock market operations.
- Working knowledge of SEBI regulations for Stock Brokers, Research Analysts (RA), and Investment Advisers (IA).
- High attention to detail and rigorous documentation accuracy.
- Ability to handle sensitive client situations with empathy, patience, and high professionalism.
Pay: ₹25,000.00 - ₹32,000.00 per month
Application Question(s):
- Are you familiar with SEBI’s investor grievance platform (SCORES)?
- Do you have 1–3 years of combined calling and documentation experience?
- Do you have at least 1 year of experience or working knowledge related to Stock Trading / Stock Market operations?
- Are you comfortable working fully in person at our office in Sector 67, Mohali, Punjab?
Work Location: In person
