Kotak Mahindra Bank—Team Member-Customer Experience-HO & SUPPORT-Customer 360

Job description

Description: Key Responsibilities: - Monitor and investigate suspicious debit card transactions complaints - Ensure compliance with regulatory guidelines on fraud handling - Handle customer complaints, recovery of funds and send rejection/closure communications - Taking up for Shadow credit for eligible cases - Track unusual events and ensure timely closure of cases - Raise alerts and coordinate with branches and other banks for CCTV images / footage - Prepare MIS reports and dashboards - Update NPCI & DOT and manage internal/external communications - Suggest process improvements based on fraud complaints received on monthly basis Qualifications Requirements: - 2+ years experience in banking/fraud operations - Strong analytical, communication and follow-up skills - Proficient in MS Excel, Word & PowerPoint - Knowledge of debit card frauds and regulatory norms - Detail-oriented, proactive and risk-aware - Communication skill : Kannada, Hindi and English Requirements: Requirements: - 2+ years experience in banking/fraud operations - Strong analytical, communication and follow-up skills - Proficient in MS Excel, Word & PowerPoint - Knowledge of debit card frauds and regulatory norms - Detail-oriented, proactive and risk-aware - Communication skill : Kannada, Hindi and English Responsibilities: Key Responsibilities: - Monitor and investigate suspicious debit card transactions complaints - Ensure compliance with regulatory guidelines on fraud handling - Handle customer complaints, recovery of funds and send rejection/closure communications - Taking up for Shadow credit for eligible cases - Track unusual events and ensure timely closure of cases - Raise alerts and coordinate with branches and other banks for CCTV images / footage - Prepare MIS reports and dashboards - Update NPCI & DOT and manage internal/external communications - Suggest process improvements based on fraud complaints received on monthly basis