Customer Experience Team Member - Fraud Operations

Kotak Mahindra Bank Limited; Bengaluru; On-site; INR 500,000 - 750,000; Full time

Job summary

Kotak Mahindra Bank Limited in Bengaluru seeks a Team Member-Customer Experience to handle fraud operations and customer support across Fraud Handling and Shadow credit cases. You will monitor transactions, coordinate with branches and other banks, and prepare MIS reports while ensuring regulatory compliance and high service standards.

The role requires 2+ years in banking/fraud operations, strong analytical and communication skills, and proficiency in MS Excel/Word/PowerPoint.

Qualifications

• 2+ years experience in banking/fraud operations
• Strong analytical, communication and follow-up skills
• Proficient in MS Excel, Word & PowerPoint
• Knowledge of debit card frauds and regulatory norms
• Detail-oriented, proactive and risk-aware
• Communication skill : Kannada, Hindi and English

Responsibilities

• Monitor and investigate suspicious debit card transactions complaints
• Ensure compliance with regulatory guidelines on fraud handling
• Handle customer complaints, recovery of funds and send rejection/closure communications
• Taking up for Shadow credit for eligible cases
• Track unusual events and ensure timely closure of cases
• Raise alerts and coordinate with branches and other banks for CCTV images / footage
• Prepare MIS reports and dashboards
• Update NPCI & DOT and manage internal/external communications
• Suggest process improvements based on fraud complaints received on monthly basis

Skills

MS Excel

MS Word

PowerPoint

Debit card frauds

Regulatory norms

Analytical skills

Communication skills

Tools

MS Excel

PowerPoint

MS Word

Job description

Team Member-Customer Experience-HO & SUPPORT-Customer 360

Key Responsibilities:

• Monitor and investigate suspicious debit card transactions complaints
• Ensure compliance with regulatory guidelines on fraud handling
• Handle customer complaints, recovery of funds and send rejection/closure communications
• Taking up for Shadow credit for eligible cases
• Track unusual events and ensure timely closure of cases
• Raise alerts and coordinate with branches and other banks for CCTV images / footage
• Prepare MIS reports and dashboards
• Update NPCI & DOT and manage internal/external communications
• Suggest process improvements based on fraud complaints received on monthly basis

Key Responsibilities:

• Monitor and investigate suspicious debit card transactions complaints
• Ensure compliance with regulatory guidelines on fraud handling
• Handle customer complaints, recovery of funds and send rejection/closure communications
• Taking up for Shadow credit for eligible cases
• Track unusual events and ensure timely closure of cases
• Raise alerts and coordinate with branches and other banks for CCTV images / footage
• Prepare MIS reports and dashboards
• Update NPCI & DOT and manage internal/external communications
• Suggest process improvements based on fraud complaints received on monthly basis

Qualifications Requirements:

• 2+ years experience in banking/fraud operations
• Strong analytical, communication and follow-up skills
• Proficient in MS Excel, Word & PowerPoint
• Knowledge of debit card frauds and regulatory norms
• Detail-oriented, proactive and risk-aware
• Communication skill : Kannada, Hindi and English

Requirements:

• 2+ years experience in banking/fraud operations
• Strong analytical, communication and follow-up skills
• Proficient in MS Excel, Word & PowerPoint
• Knowledge of debit card frauds and regulatory norms
• Detail-oriented, proactive and risk-aware
• Communication skill : Kannada, Hindi and English

Experience Level Mid Level