Job Description: Primasoul Officer

Position Title

Primasoul Officer

Department

Credit Cards Marketing

Location

Mumbai

Reporting To

Team Leader / Service Manager

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Requirements:

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 dynamic 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 adaptable 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 re

📌 Team Member-Prima Soul-CREDIT CARD-Marketing HO (Mumbai)
🏢 Candidate Experience site
📍 Mumbai