Kotak Mahindra Bank—Team Member-Prima Soul-CREDIT CARD-Marketing HO

Job description

Description: Job Description: Primasoul Officer Position Title Primasoul Officer Department Credit Cards Marketing Location Mumbai Reporting To Team Leader / Service Manager Requirements: Graduate / MBA with Around 2 years+ experience in Customer Care/ Relationship Management / Sales preferably in Banking products / Payments Industry (apps, digital product marketing in banks) or Digital Payments Superb communication skills and creative skills. Ability to work in a challenging and dynamic environment. Attention to detail. Needs to have experience in BTL marketing and Digital Marketing Comfortable with understanding digital products and platforms Role Purpose The Primasoul Officer is responsible for delivering exceptional service support to premium banking and wealth customers by managing service requests, resolving customer queries, coordinating with internal stakeholders, and ensuring timely closure of customer issues. The role acts as a single point of contact for escalations received through Wealth Relationship Managers (RMs), Senior Relationship Managers (SRMs), Senior Management, and other bank channels. Key Responsibilities Customer Service & Query Resolution - Handle customer interactions received through email, phone, letters, escalations, and other service channels. Candidate needs to be flexible for field visits depending on business requirements. - Manage customer requests, complaints, and service-related inquiries. - Ensure accurate logging, tracking, and closure of customer cases within agreed timelines. - Provide regular updates to customers and stakeholders regarding case status. Premium Card & Banking Support Manage and support requests related to: - Card activation, blocking, cancellation, replacement, and upgrades. - Credit limit enhancement (temporary and permanent). - Transaction decline investigations and authorization-related issues. - Reward points, White Pass, Dreamfolks, and Priority Pass queries. - Statement requests, PIN generation, card status, and card controls. - International travel notifications and travel-related card servicing. Escalation Management - Handle escalations received from Wealth RMs, SRMs, Team Leaders, and Senior Management. - Coordinate with Operations, Cards, Collections, Fraud Risk, RCU, and other internal teams for resolution. - Ensure high-priority cases are addressed promptly and professionally. Process Coordination & Follow-up - Track open service requests and maintain regular follow-ups until closure. - Monitor cases requiring intervention from multiple departments. - Maintain comprehensive case records and customer communication history. MIS & Service Tracking - Update service trackers with request details, customer information, issue category, ownership, and resolution status. - Generate management reports on volumes, resolutions, pending cases, and service trends. - Ensure data accuracy and adherence to service governance standards. Key Stakeholders Internal - Wealth Relationship Managers (RMs) - Senior Relationship Managers (SRMs) - Service Managers - Card Operations Team - Collections Team - Fraud Risk Team - Contact Centre - Senior Management External - Premium and Wealth Banking Customers Required Skills & Competencies - Strong customer service orientation. - Excellent verbal and written communication skills. - Effective stakeholder management. - Strong problem-solving and analytical abilities. - Ability to manage escalations and sensitive customer situations. - Attention to detail and process adherence. - Proficiency in Microsoft Excel and MIS reporting. - Ability to multitask and work in a fast-paced environment. Eligibility Criteria - Graduate in any discipline. - 2-5 years of experience in Banking Operations, Wealth Banking Service, Customer Service, Contact Centre, or Cards Servicing. - Experience in handling premium customer segments and escalations preferred. Key Performance Indicators (KPIs) - Service Request Turnaround Time (TAT) - Resolution Rate - Customer Satisfaction Scores - Escalation Closure Efficiency - Pending Case Management - Process Compliance and Data Accuracy - Stakeholder Feedback Ideal Candidate Profile A customer-centric banking professional with strong service management skills, capable of handling premium customer relationships, managing complex service requests, and coordinating with multiple stakeholders to deliver seamless and timely resolutions.