811-CUFD Officer-Digital Banking Kotak 811-Contact Centre Inbound at Kotak Mahindra Bank

Thane, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Inbound Calls, Outbound Calls, Query Processing, Cross Selling, Quality Communication, Productivity Benchmarks, Service Benchmarks, Information Security, Due Diligence, Risk Control, Communication Skills, Listening Skills, Team Player, Self-Motivated, Rapport Building

Industry

Banking

Description

CEC Officer - Inbound – 811 CUFD (Customer Unfreeze Department) Department Customer Experience Center Location Thane/Noida Reporting Relationship CEC – Team Leader – Inbound Position Grade Assistant Manager / Deputy Manager Job Role * To attend the inbound calls / icommit / make outbound calls to customers in 811 CUFD and process the queries & requests to customer's satisfaction related to freeze (both voice or video) * To identify and convert the opportunities for cross selling (banking product) on customer's call if required. * Responsible for quality communication and customer servicing within laid down productivity and service benchmarks. * Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues. * Complete the logs specified by the process * Adherence to Information Security norms & quality process norms. * To be aware of and comply with any updates about the process * Act on the feedback given by Team Leader/SME/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance Job Description * Graduate * Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage * Excellent communication skills – Verbal & Written * Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/Bank holidays * Flexible to get scattered 6 Week Offs in a month with 9hours of shift * Good listening skills and strong communication abilities. * Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity * Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers * Understand customers profile and identify any risks related to profiles. * Act as a risk control unit and complete due diligence on customers profile.

Responsibilities

The primary role involves handling inbound calls and digital communications for the 811 CUFD department, processing customer queries and requests related to account freezes. Additionally, the officer is responsible for identifying and converting cross-selling opportunities while maintaining high standards of quality communication and service.