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

📌 Team Member-Process-Credit Card-Marketing HO (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai