Role & responsibilities

- Handling customer queries / complaints for Credit Card / Consumer Durables, CASA, Loans, Fastag, received from website or mailbox followed by email/Calls.
- Adhere to agent-level Service Level Agreement (SLAs) specific by the process
- Ensure adherence to time schedules (Turn Around Time)
- Complete the logs specified by the process (End-of-day target)
- Adherence to Information Security norms & quality process norms.
- To be aware of and comply with any updates about the process
- 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
- Provide inputs to improve work procedures that can enhance overall team performance

Preferred candidate profile

- Graduate
- Minimum 3 to 5 years of relevant experience in servicing of financial products and at least two year in managing a team




- Should be internet-savvy and active on social media & Email.
- Should be able to use social media tones.
- Excellent communication skills Verbal & Written
- Versatile to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
- Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc
- Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
- Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

📌 Walk-in || Team Leader - Grievance Redressal / Correspondence (Thane)
🏢 Kotak Mahindra Bank
📍 Thane