CEC - Fraud Investigation Officer-Customer Experience Center-Contact Centre Inbound

2 weeks ago

Noida, Uttar Pradesh, India Kotak Mahindra Bank Limited Full time
Job Description

Posting Description for Internal Candidates

Enter Custom Internal Posting Description

Short Description for Internal Candidates
Description for Internal Candidates

Job Role

. To Attend the inbound calls/make outbound calls for customers in Retail Liabilities and investigate the fraud reported by the customer

. To thoroughly understand product and process to handle complex queries for the customer

. 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 benchmarks.

. Ensure customer delight and consistent service experience, including timely resolution of customer queries/issues.

. 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 feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

Job Description

. Graduate

. Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage

. Excellent communication skills - Verbal & Written

. Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays

. Flexible to get scattered 8 Week Offs in a month with 9hours shift

. Good listening skills and strong communication abilities.

. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity

. Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

Same Posting Description for Internal and External Candidates

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