Sky Service FIU-RM-Customer Experience Center-Contact Centre Inbound
Kotak Mahindra Bank
5 - 10 years
Noida
Posted: 02/10/2025
Job 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
Responsibilities: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
About Company
Kotak Mahindra Bank is one of India's leading private sector banks, offering a wide range of financial services including personal banking, corporate banking, investment banking, insurance, and asset management. Established in 1985 and headquartered in Mumbai, it is known for its innovative banking solutions, customer-centric approach, and strong focus on digital transformation. The bank caters to diverse customer segments, from individuals to large corporations, emphasizing trust, transparency, and growth.
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