Team Member

6 days ago

Mumbai, India Kotak Mahindra Full time

Job Role
- Championing the Service Assurance practice as the custodian of the last frontier of the service recovery for escalations from the Nodal Office, MD & Kotak Leadership Team’s Office and the Office of the Banking Ombudsman
- Reinstating the faith of consumers in the brand through effective and efficient resolution of all escalations handled
- Root Cause Analysis to identify service delivery gaps and bottlenecks and working with relevant stakeholders in the channel / HO on the actionables for prevention of escalations
- Interacting with the Office of the Banking Ombudsman for periodic updates on status of escalations
- Maintaining data integrity of the portfolio handled with appropriate RCA, tagging and linked MIS
- Working on the predictive model to prevent potential escalations through insights received from the Analytics team
- Managing projects for improvement in Consumer Experience and reduction / prevention of escalations
- Sound knowledge of Credit Card product and process

Job Requirements
- 4 - 6 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Credit Card set up
- Strong domain knowledge of Retail Liabilities products, processes and technology
- Strong negotiating and influencing skills to drive resolution and corrective action on escalation
- Exposure to working directly with Senior Management and Regulators in a high pressure and timeline oriented environment
- Excellent communication (written and oral) and analytical skills

Application

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