Kotak Mahindra Bank—Team Member-Transaction screening-HO & SUPPORT-Business Process Management Group

Job description

Description: Key Responsibilities: GRM - Handle dispute cases received through the MHA GRM Portal and ensure timely action on GRM Cases within defined TAT. - Approve GRM cases as per defined SOP basis customer due diligence - Action on Revocation letter Provided by IO/LEA post investigation of GRM case - Coordinate with MHA for technical issues, queries and escalations - Ensure TAT and quality is maintained for each GRM case - Guide and train branches on raising dispute cases and resolving GRM related issues. - Handle escalations from branches and internal stakeholders. - Maintain GRM actioned MIS, dashboards, Repositories and trackers. Ensure submit reports to senior management on time. - Respond to queries and calls from cyber authorities, branches and internal teams. - Coordinate with various internal departments for system upgrades, process changes and enhancements. - Ensure compliance with internal processes, regulatory guidelines and operational requirements. Required Skills & Experience - Knowledge of banking operations, Regulatory guidelines and Compliance requirements. - Ability to manage multiple tasks, prioritize workload and meet deadlines. - Experience in handling customer disputes, regulatory escalations and cyber fraud-related cases. - Experience in coordinating with internal stakeholders, branches, regulators and external agencies. - Proficiency in MIS reporting, dashboard preparation and data analysis through portal - Strong analytical, problem-solving and communication abilities. - 2-5 Years of Experience in banking operations, Customer handling, fraud risk management and grievance redressal functions. - Exposure to digital banking processes, onboarding controls, Grievance handling and risk monitoring frameworks/rules will be an added advantage.