Operations Team Member_SUPPORT SERVICES_0227_1288_1058592

Kotak Mahindra Bank · Mumbai

About the Role

We are looking for a highly motivated professional to manage Credit Bureau related disputes and customer grievances across Credit Information Companies (CIBIL, CRIF, Experian, and Equifax). The role is critical in ensuring timely dispute resolution, regulatory compliance, and an enhanced customer experience.

Key Responsibilities

Manage end-to-end resolution of credit bureau disputes and customer complaints within prescribed timelines.
Investigate reporting discrepancies related to repayment history, DPD, account status, settlements, closures, and customer information.
Coordinate with Business, Operations, Collections, Technology, Legal, and Customer Service teams to resolve disputes and implement corrections.
Ensure accurate updation of records across applicable credit bureaus.
Perform root cause analysis, and recommend process improvements.
Prepare and maintain MIS, dashboards, and management reports on dispute volumes, TAT adherence, and resolution performance.
Ensure compliance with RBI guidelines, CIC regulations, and internal policies.
Support internal and external audits by maintaining complete and accurate documentation.

Desired Candidate Profile

Graduate in Finance, Commerce, Banking, Economics, or a related discipline.
4-8 years of experience in Credit Bureau Operations, Customer Grievance Handling, Banking Operations, or Lending Operations.
Understanding of credit bureau processes, lending products, and dispute management workflows.
Good analytical and problem-solving skills with attention to detail.
Excellent communication and stakeholder management skills.

What Success Looks Like

100% adherence to dispute resolution TATs.
Reduction in repeat complaints and escalations.
Improved accuracy of bureau reporting and customer data.
Effective identification and resolution of recurring dispute drivers.

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