Production Specialist

Job Responsibilities:

To work on Private Equity / Real Estate / Hedge Fund Operations such as Fund / Financial Accounting -
Book Keeping Journal Posting Preparation of Financial Statements.
Management Fee Carried Interest and Expense Calculation & Posting. Capital Calls - Preparation of
Capital Call memos LC Opening Follow Up with LPs for funding Distribution - Preparation of
Distribution working LP Memo Preparation Fund Transfer Wire preparation Repayment of LCs
Reconciliation - Cash Reconciliation Cash Tracking Posting Entries Cash reporting. Tracking of Capital
transactions. Valuation - Valuation of Portfolio Investments.
To prepare and submit Fund and Investor Reports accurately as per SLA
To meet TAT and deliver error free services
To work on partnership accounting Applications
To strive to create a healthy and professional work environment in the team
Display interpersonal skills in handling the day to day operations on the floor.
Suggest and work on process improvements Idea

Domain Skills:

Very good understanding of Financial Accounting
General understanding of Capital Markets
General understanding of Banking
General understanding of Private Equity / Real Estate / Hedge Funds
Hands on experience of Private Equity / Real Estate / Hedge Funds systems
Reasonable understanding of Private Equity / Real Estate / Hedge Funds processes such as
Accounting Investor Reporting Capital Calls Distribution Financial Statements etc.

Essential General skills:

Advanced knowledge of MS Office tools. Very Good written & spoken communication skills; Good
Analytical Skills & problem solving skills Pro-active & Positive Attitude Ability to Work efficiently and
effectively in a team; Excellent Customer facing Skills and Ability to build Rapport with Clients Have
the ability to escalate issues on time to ensure quick resolution Good phone & email etiquettes.

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information including name department contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record track and document all queries received problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLAs defined in the contract
  • Access and maintain internal knowledge bases resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks