Team Member

Position Name: Team Member – CMS Service Desk

Department

CMS Service Desk 

Location

Mumbai

Number of Positions

1

Reporting Relationships

AVP – CMS Service Desk 

Position Grade

Deputy Manager /Manager 

Job Role:

Kotak Bank offers a comprehensive range of Cash Management Solutions (CMS) to streamline the processing of receivables and payables for all types of businesses. These services are designed to optimize cash flow positions and enable effective management of business operations. As a subject matter expert at the Centralised (pan India) Service Desk 

• Resolve queries related to collections and payments for all corporate clients efficiently and quickly
• Provide instant solutions to customers with regards to Collections, Corporate Net banking, Payments RTGS, NEFT, IMPS etc.
• Ensure follow-up and adherence to resolution within the defined service levels. 
• Liaise with other departments like Operations, Tech Support, and Vendor teams wherever applicable and ensure the fulfillment of client requests within the defined service levels. 
• Provide back-end support for offline processing, sending IMPS and NEFT transaction files, MIS, GST invoices, statements of accounts, MT940, and transaction advices by accessing internal systems during downtime or system failure.
• Coordinate with various banks directly and with recall team internally for RECALL and chargeback of transactions

Job Requirements:

• Graduate /Post graduate with 3 -4 years of experience in servicing
• Ability to influence/Relationship Management Skills
• Good communication skills
• Working knowledge of Microsoft Office (Word, Excel & PPT)
• Prior experience / interest in managing customer issues and resolution 
• Attention to detail – for identifying operational misses and process gaps