Customer Experience Specialist, Mutual Funds

PhonePe’s interview process typically starts with an online aptitude test, followed by a technical/domain interview that evaluates product knowledge, communication, and scenario‑based problem solving. The final HR round focuses on cultural fit, career aspirations, and compensation expectations. Candidates report a moderate difficulty level, with emphasis on clarity of thought and customer‑centric attitude.

PhonePe fosters an inclusive, fast‑paced environment where innovation and ownership are encouraged. Employees benefit from continuous learning programs, mentorship, and a collaborative atmosphere that balances high performance with work‑life harmony.

Graduation (10+2+3) in any discipline with a minimum of 60% aggregate (or CGPA 6.0/10). No active backlogs at the time of joining. Freshers and candidates with up to 1 year of relevant experience are welcome. Multilingual proficiency in Hindi and English is mandatory; knowledge of South Indian languages is a plus.

Round 1: Online aptitude & logical reasoning test → Round 2: Technical/Domain interview focusing on mutual fund knowledge, communication skills, and scenario handling → Round 3: HR interview assessing cultural fit, motivation, and salary expectations

PhonePe Limited is India’s leading digital payments platform, founded in 2015 and launched to customers in August 2016. With more than 280 million registered users and a merchant network spanning over 40 million outlets, PhonePe processes over 330 million transactions daily, handling a total payment value exceeding INR 150 lakh crore. The company has expanded beyond payments into wealth management, offering mutual funds, digital gold, insurance, and lending products, positioning itself as a one‑stop financial services ecosystem for the Indian consumer. The Customer Experience Specialist – Mutual Funds role sits within the Customer Experience Operations team, which owns end‑to‑end resolution of user issues. The team works closely with product, risk, and finance squads to translate real‑time customer feedback into actionable improvements. As an Advisor, you will be the primary point of contact for users facing account, transaction, or product‑related queries in the mutual funds vertical, helping them navigate the platform, resolve disputes, and maximize the value they derive from PhonePe’s wealth offerings. Key responsibilities include: 1. Act with integrity and a customer‑first mindset in every interaction. 2. Handle PhonePe account and transaction‑related queries across phone, chat, and email channels. 3. Follow defined SOPs to diagnose issues, provide resolutions, and close tickets within productivity targets. 4. Escalate complex cases to relevant internal teams while maintaining ownership until closure. 5. Educate customers on mutual fund products, investment processes, and regulatory guidelines. 6. Capture and log detailed customer insights to feed product improvement cycles. 7. Recommend process enhancements based on recurring pain points. 8. Meet hourly and daily productivity goals, including call handling time and first‑contact resolution rates. 9. Collaborate with cross‑functional teams to streamline workflows and improve service quality. 10. Maintain up‑to‑date knowledge of mutual fund regulations, PhonePe’s product suite, and industry trends. Tech stack & tools: The role leverages CRM platforms (e.g., Salesforce or Freshdesk), ticketing systems, analytics dashboards, and internal knowledge bases. Familiarity with UPI, digital wallets, and basic financial terminology is advantageous. Growth path: High‑performing specialists can progress to Senior Advisor, Team Lead, or Operations Manager roles, with opportunities to transition into product management, risk, or compliance functions. PhonePe invests heavily in employee upskilling through internal training, certifications, and mentorship programs. Why join PhonePe? You will work at a fast‑growing fintech leader that touches millions of lives daily, gain exposure to a diverse set of financial products, and develop a deep understanding of customer‑centric operations. The inclusive culture, robust benefits, and clear career ladders make PhonePe an attractive destination for ambitious freshers looking to launch a rewarding career in the digital finance space.