Team Member-Enhanced Due Diligence

Kotak Mahindra Bank; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Kotak Mahindra Bank Bengaluru is seeking a detail-oriented investigator to handle credit card fraud disputes, root cause analysis, and resolution of customer complaints. You will prepare investigation reports, publish dashboards for senior management, and coordinate with regulators and internal teams to ensure timely RBI reporting.

The role requires strong English and Hindi communication, proficiency in Excel and PowerPoint, and excellent interpersonal and presentation skills to drive compliant,

Qualifications

• Strong English and Hindi communication is essential.
• Experience in identifying root cause analysis and escalations for CC.
• Proficient in Excel and PowerPoint for reporting and dashboards.
• Good interpersonal and presentation skills.

Responsibilities

• Investigate credit card fraud dispute cases and prepare quality investigation reports with closure recommendations.
• Handle escalated complaints from Nodal team, Senior Management, regulatory bodies and MD desk.
• Coordinate with vendors, merchants, acquiring banks, law enforcement, customers and internal teams to resolve complaints.
• Ensure complete resolution within defined TAT and publish dashboards for stakeholders.
• Support RBI reporting and audit observations with timely data submission.

Skills

English & Hindi communication

Root cause analysis

Excel

PowerPoint

Interpersonal skills

Presentation skills

Tools

Excel

PowerPoint

Job description

Job Responsibilities:

• Good communication skill in English and Hindi is essential.
• Investigation of credit card fraud dispute cases highlighted to the unit.
• Preparing of quality Investigation report and timely submitting to all stakeholders along with closure recommendations.
• Handling Escalated complaints received from Nodal team, Senior Management, Regulatory bodies and MD desk.
• Liaising with vendor, Merchants/ Acquiring Banks, Law enforcement, Customers and other departments to arrive at suitable resolution of customers complaints.
• Providing end to end resolution to customers complaints to avoid repeat complaints and further escalations.
• Ensuring complete resolution of the complaint within pre-defined TAT.
• Publishing daily/Weekly/Monthly Dashboard to stakeholders and senior management.
• Handing all regulatory related activities & requirements & timely publishing the data with relevant stakeholders for reporting it to RBI.
• Managing all Audit related activities & observations raised by internal & external units.

Skills Requirement:

• Good communication skill in English and Hindi is essential.
• Experience in Identifying Root cause analysis & Escalations for CC.
• Should have expertise in Excel, Power Point.
• Good Interpersonal Skills
• Good Communication and Presentation skills.