Cec - Fraud Investigation Officer-customer Experience Center-contact Centre Inbound

4 days ago

Noida Uttar Pradesh, India Kotak Mahindra Full time

Enter Custom Internal Posting Description

**Job Role**

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

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

Ø To identify and convert the opportunities for cross selling (banking product) on customer's call

Ø Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.

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

Ø Complete the logs specified by the process (End-of-day target)

Ø Adherence to Information Security norms & quality process norms.

Ø To be aware of and comply with any updates about the process

Ø 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

Ø Graduate

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

Ø Excellent communication skills - Verbal & Written

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

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

Ø Good listening skills and strong communication abilities.

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

Ø 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

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