Customer Experience Team Member - Fraud Operations

Kotak Mahindra Bank Limited; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Kotak Mahindra Bank Bengaluru seeks a mid-level Fraud Operations professional to monitor, investigate, and resolve debit card fraud complaints. You will ensure regulatory compliance, coordinate with branches, and prepare MIS reports while supporting customer communications and process improvements.

Ideal candidates have 2+ years in banking fraud operations, strong analytical and communication skills, and proficiency in MS Excel, Word, and PowerPoint.

Qualifications

• 2+ years of 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 skills: 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

Analytical skills

Communication skills

Follow-up skills

Debit card frauds knowledge

Tools

MS Excel

MS Word

PowerPoint

Job description

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

Experience Level Mid Level