Kotak Mahindra Bank—Strategy Manager-CREDIT CARD-Hardship Assistance Unit

Job description

Description: Responsible for managing and resolving customer complaints related to collections by conducting detailed investigations, validating call interactions, and ensuring fair outcomes that balance customer satisfaction with bank policies. Requirements: Bachelor Degree Responsibilities: Key Responsibilities: - Handle end-to-end investigation of collections-related customer complaints. - Review and validate call recordings and agent interactions for compliance and service quality. - Analyse cases to determine the authenticity of customer claims and identify gaps in process or conduct. - Collaborate with internal teams (collections, compliance, customer service, nodal, BO desk) for fact-finding and resolution. - Provide clear, well-documented feedback on findings and recommend corrective actions. - Deliver customer-centric solutions that are aligned with regulatory requirements and bank interests. - Identify trends in complaints and suggest process improvements to reduce recurrence. Key Skills & Requirements: - Strong analytical and problem-solving skills. - Good understanding of collections processes, policies, and customer handling. - Ability to interpret call quality, compliance standards, and customer interactions. - Excellent communication and documentation skills. - High attention to detail with a balanced, fair judgment approach.