Complaints Management-Digital Banking Kotak 811-Regional Sales
7 days ago
Complaint Desk Manager – 811 Complaints Management
- Experience Required: M2/M3
Location: Mumbai
Job Role & Responsibilities:
- Manage and resolve complaints related to 811 customers across Savings Accounts, Credit Cards, and Loans.
- Handle escalated customer grievances addressed to Senior Management, Principal Nodal Officer, Bank Ombudsman, and Managing Director.
- Act as the Single Point of Contact (SPOC) between internal bank teams and product teams to ensure swift and effective complaint resolution.
- Drive end-to-end complaint closure through proactive follow-ups and coordination with relevant stakeholders.
- Identify and analyze recurring complaint patterns, collaborate with process teams to investigate root causes, and recommend corrective actions.
- Maintain and enhance complaint reporting frameworks, including trend analysis by category and volume.
Ensure seamless handling of complaints across all customer channels—email, phone, social media, branch, etc.
Candidate Requirements:
- Strong written and verbal communication skills.
- Good understanding of banking operations and processes.
- Familiarity with credit products, personal banking queries, and regulatory guidelines.
- Working knowledge of core banking systems such as Finacle, Dot Net, Vision+, etc.
- Excellent logical reasoning, data analysis, and problem-solving abilities.
- Proactive mindset with a focus on process improvement and business process re-engineering.
- Assertive, self-driven, and detail-oriented.
- Proficient in MS Excel and comfortable working with data.
- Awareness of market trends and competitive practices.
- Strong follow-up skills and ability to work independently under pressure.
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