Digital Banking Kotak 811-Assets-Officer-Digital Banking Kotak 811-Contact at Kotak Mahindra Bank

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

12 Oct, 26

Salary

0.0

Posted On

14 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Customer Service, Cross-selling, Up-selling, CRM Systems, Conflict Resolution, Problem Solving, Analytical Thinking, Interpersonal Communication, Performance Management, Regulatory Compliance, Customer Engagement

Industry

Banking

Description

The Digital Banking Kotak 811-Assets-Team Manager is a customer-centric role, focusing on delivering exceptional service and cross-selling banking products. This position is vital for managing the contact center's inbound operations and driving customer engagement and satisfaction. As the Digital Banking Kotak 811-Assets-Team Manager, you will be at the forefront of our customer service operations, leading a team that provides support and guidance to our valued customers. Your primary goal is to ensure an exceptional customer experience, fostering a positive and engaging environment. This role is integral to our digital banking strategy, as you will be responsible for cross-selling our banking products and services, maximizing customer satisfaction and loyalty. Responsibilities * Lead and motivate a team of customer service representatives, ensuring a high level of performance and engagement. * Handle complex customer inquiries and complaints, providing timely and accurate resolutions. * Cross-sell banking products and services to customers, identifying up-sell opportunities and offering tailored solutions. * Monitor and analyze customer feedback and trends, implementing improvements to enhance the customer journey. * Collaborate with other teams to ensure a seamless customer experience across all touchpoints. * Train and develop team members, providing ongoing support and performance feedback. * Ensure compliance with regulatory and internal policies, maintaining a secure and ethical environment. * Manage and prioritize a high volume of customer interactions, maintaining efficient response times. * Stay updated on industry trends and competitor offerings, sharing insights with the team. Qualifications * A bachelor's degree in business, finance, or a related field is preferred. * Minimum 5 years of experience in a customer service or contact center environment, with at least 2 years in a managerial role. * Strong leadership and team management skills, with the ability to motivate and develop a high-performing team. * Excellent communication and interpersonal skills, with a customer-centric approach. * Proven track record in cross-selling and up-selling financial products. * Proficiency in using CRM systems and other customer service tools. * Analytical mindset with the ability to interpret data and make informed decisions. * Flexibility to work in a dynamic and fast-paced environment. * Strong problem-solving and conflict resolution skills. * Ability to work independently and manage multiple priorities.

Responsibilities

Lead and motivate a team of customer service representatives to ensure exceptional customer experience and high performance in inbound operations. Drive revenue by cross-selling banking products and services while managing complex customer inquiries and complaints.