Service Officer-salary2wealth-corporate

2 days ago

Calicut, India Kotak Mahindra Full time

**Role:
Ø Corporate:

- Handling of all Service of S2W sourced corporates and customers
- SO needs to share the account opening details with the corporates post the accounts are certified
- These details need to be sent by 25 th of the month ( or as requested by corporate) for salary uploads to be done by the corporates
- Details need to be sent only to the authorized person of the corporate
- SO needs to remain in touch with the corporate KDMs/ Key people to help them in service issues/ coordinate salary upload
- Salary upload is the most critical activity. Corporates need to be informed in advance on the salary upload cut-offs and process incase they are doing the salary upload at branch/CPC
- Incase salary upload is happening by WebPay/ NET IT, SO needs to be in touch with the corporate incase any need arises as these are automated processes.

Ø Individual Customer:

- Handling customers queries regarding operation of account.
- Salary helpdesk id will be shared with the customers, which the SO needs to check and reply from.
- Following up with different departments for customer issues
- DB ops - Debit card/ IMPS issue
- CMS customer service - NEFT/ RTGS issue
- Respective RPC for account maintenance issues
- BankDp Helpdesk - for Demat related issues
- TD ops for TD related issue.
- For each request/ query raised by the customer Service Request (SR) needs to be raised in Siebel, which is our customer management system.
- SO’s will also get queries (SR’s) from Siebel - which they need to resolve and close within the defined SR TAT. These SR’s will be raised by different departments like branches, CCC.
- As per present SOP, 95% SR’s need to be closed within TAT.
- We have a central grievance redressal desk/ Nodal officer form where we get customers complains and issues. We need to respond to these cases with 4 hrs with an interim response. And resolve the issue on priority.
- Apart from this SO needs to visit the corporates (minimum 4 per month as per current SOP) and conduct “Parichay” session. “Parichay” is Kotak’s platform to take feedback from customers on the service provided by us.

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