Complaints Management_Digital Banking Kotak 811_0434_1419_1095639

Complaints Management_Digital Banking Kotak 811_0434_1419_1095639

COMPLAINTS MANAGEMENT

Job Description

Job Role :

• Manage and resolve customer complaints across 811, Debit  card, Secured Credit Card, and Payments products received through various channels such as Branches, CEC, Social Media, Nodal Desk, and other escalation platforms, ensuring timely and effective resolution
• Act as a key liaison between business units, operations teams, and product teams to expedite complaint resolution and ensure seamless coordination
• Drive end-to-end complaint management by conducting regular follow-ups, engaging with relevant stakeholders, and ensuring satisfactory customer resolutions
• Identify recurring complaint themes and trends, collaborate with concerned teams to conduct root cause analysis, recommend corrective actions, and prevent recurrence
• Manage complaint reporting and analytics, including category-wise, product-wise, and volume-based trend analysis, to support business decision-making and process enhancements
• Identify process gaps and training opportunities to improve channel capabilities in handling customer complaints and service requests effectively.
• Serve as the Single Point of Contact for customer-facing channels, providing guidance and clarification on RL and Secured Credit Card processes
• Serves as a knowledge and support channel on Sky Serve for employees requiring process clarification and assistance.

Job Requirements :

• Strong ownership mindset
• Thorough understanding of RL and Secure Credit Card processes
• Proficiency in banking systems such as Finacle, K-Force, Dot Net, Vision Plus and other related applications.
• Working knowledge of regulatory and compliance guidelines relevant to customer complaint management
• Strong verbal and written communication skills