Graduate / MBA with Around 2 years+ experience in Customer Care/ Relationship
Management /
Sales preferably in Banking products / Payments Industry (apps, digital product
marketing in banks) or Digital Payments
Superb communication skills and creative skills.
Ability to work in a challenging and agile environment.
Attention to detail.
Needs to have experience in BTL marketing and Digital Marketing
Comfortable with understanding digital products and platforms
Role Purpose
The Primasoul Officer is responsible for delivering exceptional service support
to premium banking and wealth customers by managing service requests, resolving
customer queries, coordinating with internal stakeholders, and ensuring timely
closure of customer issues. The role acts as a single point of contact for
escalations received through Wealth Relationship Managers (RMs), Senior
Relationship Managers (SRMs),
Senior Management, and other bank channels.
Key Responsibilities
Customer Service & Query Resolution
* Handle customer interactions received through email, phone, letters,
escalations, and other service channels. Candidate needs to be flexible for
field visits depending on business requirements.
* Manage customer requests, complaints, and service-related inquiries.
* Ensure accurate logging, tracking, and closure of customer cases within
agreed timelines.
* Provide regular updates to customers and stakeholders regarding case status.
Premium Card & Banking Support
Manage and support requests related to:
* Card activation, blocking, cancellation, replacement, and upgrades.
* Credit limit enhancement (temporary and permanent).
* Transaction decline investigations and authorization-related issues.
* Reward points, White Pass, Dreamfolks, and Priority Pass queries.
* Statement requests, PIN generation, c
📌 Team Member-Prima Soul-CREDIT CARD-Marketing HO (Mumbai)
🏢 Kotak
📍 Mumbai
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