Customer Experience Specialist, Stock Broking

The interview process at job-boards.greenhouse.io typically spans 3‑4 rounds, starting with an online aptitude and domain assessment, followed by a technical interview focusing on stock‑broking scenarios and data analysis. A managerial round evaluates problem‑solving and ownership traits, and finally an HR discussion covers cultural fit and compensation. Candidates should prepare with real‑world case studies, clear communication in both languages, and a solid grasp of NISM concepts.

job-boards.greenhouse.io is known for a transparent, data‑driven recruiting environment that emphasizes candidate experience. Employees report a collaborative atmosphere with ample opportunities for skill development and a balanced work‑life schedule. The platform encourages continuous learning and provides clear growth pathways for its talent acquisition and product teams.

• Graduation (10+2+3) in any discipline. • Mandatory NISM certification – Series VI or Series VII. • Strong verbal and written communication in English and Hindi. • Freshers and experienced candidates are welcome. • Basic knowledge of Excel and/or SQL is a plus. • No active backlogs; minimum 60% aggregate (if applicable). • Candidates from the 2025‑2027 batch are preferred but not mandatory.

Round 1: Online aptitude & domain test → Round 2: Technical/Functional interview (stock‑broking scenarios, data analysis) → Round 3: Managerial interview (ownership, escalation handling) → Round 4: HR interview (culture fit, compensation discussion)

PhonePe, a leading Indian digital payments and financial services platform, has transformed how millions of users transact, invest, and manage money online. Backed by major investors and a robust technology stack, PhonePe offers a suite of services ranging from UPI payments to wealth management, and its rapid growth has positioned it as a market leader in the fintech ecosystem. The company prides itself on a customer‑first mindset, continuous innovation, and a culture that encourages ownership, collaboration, and learning. As part of its Share Market Customer Experience Operations, PhonePe is expanding its support team to handle the increasing volume of stock‑broking queries from retail investors. The Customer Experience Specialist – Stock Broking will be the frontline problem‑solver for complex, high‑value customer issues. The role goes beyond routine ticket handling; it demands deep domain knowledge of financial markets, strong analytical abilities, and the capacity to manage escalations across product, technology, and compliance teams. You will own the end‑to‑end resolution of High Interaction Tickets (HIT), ensure SLA adherence, and contribute to process improvements that reduce recurring friction points. **Key Responsibilities** 1. Investigate and resolve complex stock‑broking related customer queries, including trade failures, demat account issues, and settlement discrepancies. 2. Manage High Interaction Tickets that require multiple touchpoints, detailed investigation, and personalized assistance. 3. Own Level‑1 escalations, coordinating with internal product, engineering, and compliance teams to deliver timely resolutions. 4. Maintain accurate documentation of cases for reporting, audit, and compliance purposes. 5. Monitor and meet SLA targets, ensuring queue health and timely closure of tickets. 6. Perform root‑cause analysis on recurring issues and propose process or product enhancements. 7. Utilize Excel and basic SQL queries to extract data for case investigation and trend analysis. 8. Communicate complex financial concepts clearly in both English and Hindi, tailoring explanations to the customer’s level of understanding. 9. Provide mentorship to junior agents and share best practices within the team. 10. Stay updated on market regulations, NISM guidelines, and PhonePe’s product updates. **Tech Stack & Tools**: PhonePe’s support ecosystem leverages CRM platforms (Zendesk/Freshdesk), data analysis tools (Excel, SQL), and internal ticketing dashboards. Familiarity with financial market terminology and NISM certification (Series VI/VII) is essential. **Growth Path**: Successful specialists can progress to Senior Customer Experience Lead, Operations Manager, or transition into product‑focused roles such as Business Analyst or Compliance Analyst, leveraging the deep domain exposure gained. **Why Join PhonePe**: You will work in a fast‑paced fintech environment, interact with a diverse user base, and develop expertise in stock‑broking operations. The role offers high visibility, the chance to influence product improvements, and a clear career trajectory within one of India’s most innovative financial platforms.