Job Description

:811 Service Out Calling Process Officer - Digital BankingDepartment Retail Liabilities | Digital Banking
Location Mumbai, Thane
Number of Positions Multiple
Position Grade M1 & M2

• The role is for 811 Service Out calling Process wherein Officer will handle customer calls and assist them on their Queries, Request and Complaints
• Should maintain a good relationship with the customer
• Give complete and correct information on all the products & services to the customer
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks
• Ensure customer delight which would be measured via NPS and consistent service experience, including timely resolution of customer queries/issues.
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process
• Cross-sell other banking products as per Business requirement
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

• Graduate with Excellent communication & comprehension skills
• Can read and write in English & Hindi
• Should know basics of computer and knowledge of MS Office, Outlook
• Candidates with fluency in local languages will be an added advantage (Telugu, Kannada, Tamil, Malayalam, Marathi & Gujarati)
• Candidate should have a pleasing personality and should be presentable
• Willing to work in rotational shifts (24x7) with Split or continual week off as per business requirements
• Should be dedicated and display integrity.

Kotak Mahindra Bank