Production Specialist

Req Id: 8551

City:

State/Province:

Posting Start Date: 1/8/25

Job Description:

Job Description

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.

Do

• 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 SLA's 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