Kotak Mahindra Bank—Team Member-Process-Credit Card-Marketing HO

Job description

Description: Key Responsibilities Escalation Management - Handle customer escalations related to Credit Card sales, sourcing, onboarding, mis-selling, application processing, documentation, and activation issues. - Investigate complaints received through customer care, Nodal Desk, Social Media, Banking Ombudsman, RBI, and senior management channels. - Coordinate with Sales, Operations, Risk, Compliance, Vendor Partners, and Contact Centre teams for timely resolution. - Ensure all complaints are resolved within defined TATs and regulatory requirements. Quality & Compliance - Conduct root cause analysis of escalations and identify gaps in sales processes. - Review sales calls, customer interactions, and field sales practices for adherence to quality and compliance standards. - Identify instances of mis-selling, process deviations, and customer dissatisfaction. - Recommend corrective and preventive actions to reduce repeat complaints. - Support quality monitoring programs and calibration exercises. Field Sales Governance - Work closely with field sales teams and channel partners to improve customer experience. - Monitor complaints against Direct Sales Executives (DSEs) and third-party sales agencies. - Drive corrective actions and coaching for underperforming sales teams. - Ensure adherence to product disclosures, KYC requirements, and sales scripts. Call Centre Coordination Review escalated customer interactions handled by tele caller & provide resolution