Kotak Cec

nter Custom Internal Posting Description- **Job Role**: - Complete knowledge of RL process and at least basic knowledge of CC and RA Skill - Should have an eye for detail, Ensuring procedural compliance. - Timely Authorization of all request taken by CEC. - Error free financial and non-financial request processing - Call Audits and provide feedback to the...

**CEC - Service Assurance Officer - Department- Customer Experience Center- Location- Thane- Reporting Relationship- CEC - Team Leader - Service Assurance- Position Grade- Assistant Manager/Deputy Manager **Job Role - To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated - Seek advice and escalate...

**JD - CEC Trainer - Exceptional interpersonal and communication skills - Plans and facilitates new hire training, refresher trainings and compliance based functional training to new and existing officers /employees. - Plan and Conduct Refresher on predetermined frequencies and ensure accuracy and effectiveness of training - Drive sales targets and...

**Job Role** - Mentor New joinees during OJT - Responsible for new joinees quality control and customer servicing within laid down productivity and service benchmarks - To Assist new people understand the working of the contact center and provide them comfort to approach for any clarification/issue w.r.t knowing people, knowing manager and make them aware...

Job Role: Manage the K-VRM desk. Ensure all request received are actioned within TAT. Maintain & release K-VRM dashboard. Manage the VRM inbound helpline, both mapped & unmapped customers. Assist the team coach with OJT incase batch > 12 officers. To take customer escalations on calls taken by new officers. Ensure workstation and system IDs...

CEC Officer - Inbound - Retail Liabilities- Department Customer Experience CenterLocation Thane/Noida/BangaloreReporting Relationship CEC Team Leader - InboundPosition Grade Assistant Manager- Graduates only can apply (Any except BSC IT, MBA/CA/Dr.)- 1-2 years with 6 months which should to be in customer service role - Understanding ofcall center industry...

Job Role: - Adhere to agent-level Service Level Agreement (SLAs) specific by the process. - Ensure adherence to time schedules (Turn Around Time). - Complete the logs specified by the process (End-of-day target). - Adherence to Information Security norms & quality process norms. - To be aware of and comply with any updates about the process. - Act on the...

**Job Role** Ø The role is to call customers who have provided negative feedback in the Net Promoter Score survey. Probe the customer to clarify the issues mentioned by them and record any new/other issues that the customer has.. Should be able to classify the issues raised by customers into relevant themes (Request/ Query/ Complaint) and direct the issue...

JD: Financial Risk: - Small Merchant P&L - Track profitability and P&L & Price revision - Pine Labs P&L - Regional P&L - QR P&L - Regulatory - CAT D & Bangalore CEC daily feedback and align actionable on revenue and risk - Subvention & Customer wise profitability - CASA growth de growth and coordination with VRM / telecalling and ASMs ( Daily) - Asset...

Data Mapping - Talk Time Management - Management of Campaign Conversion

Job Role: - Periodic extraction and publishing of MIS/Reports/Dashboard/Info graphs and Dumps - Ensure Data’s are provided to the top management on time and make certain the accuracy of data - Maintain Timely submission and circulation of Data to the stake holders of below mentioned data - Ensure data are provided for compliance and Audits and RCSA and...

**Dialer Executive**: Analyze real time contact center statistics in order to facilitate actions to meet outbound service level / sales targets.

**Responsible for inputting, maintaining, and bringing authorizations to resolution in a timely manner. Ensures that the system is up-to-date by inputting approved authorizations and scanned paper notes. Works under supervision of the insurance verification supervisor.

Job Role - To Attend the inbound calls of customers in both Retail Liabilities & Credit Cards and process the queries & requests to customer's satisfaction - To identify and convert the opportunities for cross selling (banking product) on customer's call - Responsible for quality communication and customer servicing within laid down productivity and service...

**Team Coach**: managing the team's performance, handling escalated customer complaints, and implementing strategies to improve customer satisfaction.

**Job Role Ø To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated Ø Seek advice and escalate the issue to relevant teams Ø Co-ordinate and follow up with support teams for resolution of customer complaints Ø To ensure that customers do not have to approach senior management for resolution...

**Job Role: Subject Matter Expert-VRM** - Subject Matter Expert-VRM (SME) responsible to close Life Insurance and General Insurance from the leads Transferred from Relation Manager. - Collaborating with fulfilment to ensure best in class conversion ratios. - Adherence to Standards of Performance. - Measure of outcomes - NPS and Sales Quality - Adherence to...