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