Service Officer-Salary2Wealth-CORPORATE SALARY-Regional sales

Service Officer-Salary2Wealth-CORPORATE SALARY-Regional sales

Kotak Mahindra Bank Limited
Not Specified
Not Specified

Job Description


Role:
. Corporate:
. Handling of all Service of S2W sourced corporates and customers
. SO needs to share the account opening details with the corporates post the accounts are certified
. These details need to be sent by 25th of the month ( or as requested by corporate) for salary uploads to be done by the corporates
. Details need to be sent only to the authorized person of the corporate
. SO needs to remain in touch with the corporate KDMs/ Key people to help them in service issues/ coordinate salary upload
. Salary upload is the most critical activity. Corporates need to be informed in advance on the salary upload cut-offs and process incase they are doing the salary upload at branch/CPC
. Incase salary upload is happening by WebPay/ NET IT, SO needs to be in touch with the corporate incase any need arises as these are automated processes.
. Incase there is any issue in uploads from these applications remedy needs to be raised and taken up with BSG team.
. Individual Customer:
. Handling customers queries regarding operation of account.
. Salary helpdesk id will be shared with the customers, which the SO needs to check and reply from.
. Processing customers request for account maintenance (modification of mobile/ email id/ mailing address), setting up SI, Nominee updation.
. Following up with different departments for customer issues -
o DB ops - Debit card/ IMPS issue
o CMS customer service - NEFT/ RTGS issue
o Respective RPC for account maintenance issues
o BankDp Helpdesk - for Demat related issues
o TD ops for TD related issue.
o For any issue in net banking/ mobile banking/ SMS- email alerts - we have a system named remedy where the issue needs to be raised. Link for the same is
. For each request/ query raised by the customer Service Request (SR) needs to be raised in Siebel, which is our customer management system.
. This SR needs to be shared with the customer - so that he can track the status of his request. Alert is sent to customer on his email id once the request is resolved and closed.
. SO's will also get queries (SR's) from Siebel - which they need to resolve and close within the defined SR TAT . These SR's will be raised by different departments like branches, CCC.
. As per present SOP, 95% SR's need to be closed within TAT.
. We have a central grievance redressal desk/ Nodal officer form where we get customers complains and issues. We need to respond to these cases with 4 hrs with an interim response. And resolve the issue on priority.
. Apart from this SO needs to visit the corporates (minimum 4 per month as per current SOP) and conduct 'Parichay' session. 'Parichay' is Kotak's platform to take feedback from customers on the service provided by us.

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