Team Member-Process-Credit Card-Marketing HO
Kotak Additional
Team Member-Process-Credit Card-Marketing HO
About this role
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
Educational Qualification
- Graduate in any discipline.
- Post-Graduation/MBA preferred.
Experience
- 4–8 years of experience in:
- Contact Centre / Customer Service Operations.
- Credit Cards Operations or Banking Operations.
- Escalation Management / Complaint Handling.
Quality Assurance / Call Quality
Frequently Asked Questions
Is the salary disclosed for the Team Member-Process-Credit Card-Marketing HO position at Kotak Additional?
The salary for this Team Member-Process-Credit Card-Marketing HO role at Kotak Additional is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Team Member-Process-Credit Card-Marketing HO position at Kotak Additional located?
This Team Member-Process-Credit Card-Marketing HO role at Kotak Additional is based in Mumbai, Maharashtra, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Team Member-Process-Credit Card-Marketing HO role at Kotak Additional full-time or part-time?
This is listed as a Full time position. It is posted as a Team Member-Process-Credit Card-Marketing HO role at Kotak Additional.
How do I apply for the Team Member-Process-Credit Card-Marketing HO position at Kotak Additional?
Click the "Apply Now" button on this page. You will be redirected to Kotak Additional's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Team Member-Process-Credit Card-Marketing HO job at Kotak Additional posted?
This Team Member-Process-Credit Card-Marketing HO position at Kotak Additional was posted on Sep 1, 2026. Apply as soon as possible — early applications are often reviewed first.
Team Member-Process-Credit Card-Marketing HO
Kotak Additional
You'll be redirected to Kotak Additional's official application page on oraclecloud.