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
📍 Mumbai