HDFC Bank Walk In On 22nd May 2024 For Freshers and Experience

Designation: Virtual Care- Customer Care Officer

Office Location: Rohini

Customer Interaction & Query/Complaints Management

Job Role includes, handling of inbound calls received from customers enquiring details of the product holdings, product or process related information. (for any / all products areas like Credit Cards, Bank A/Cs, Deposits, Loans, Depositories, Mutual Funds, Debit Cards, Prepaid & Forex Cards or any other Direct Banking related calls)

• Enquiries & transactions related to the products availed by the customer.
• Clarifications & queries on billing, payment confirmation, charges, EMI details, statement of account etc.
• Handling requests such as Debit / Credit Card Pin, NetBanking Password, PIN / IPIN statement of account, Fixed Deposit advice etc.
• Handling of financial transactions (currently Fixed Deposit opening, Demand Draft/ Managers Cheque requests, Funds transfer request as requested by customers.)
• Responding to customers with the resolution within the defined TATs.
• Process the requests as per defined process, while ensuring adherence to the customer authentication process.
• Answering customer calls within the specified call answer time.
• Adherence to the defined service delivery standards.
• Accurate data capture of the request details (eg Hotlisting and Other transactions) as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication / further action.

Call Quality:

•Deliver service quality in order to achieve Quality benchmarks defined from time to time.

• First Call Resolution 90%( for non-Complaints related calls)

• Achieve defined Call Quality scores.

• Achieve defined KAT Scores

•   Achieve defined E-process Scores

Audit & Process Compliance:

• Ensure adherence to process and Audit requirements.
• Ensure accurate and timely submission of financial transactions & requests.
• Ensure Error-free logging/recording of customer requests
• Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in appropriate systems.

Schedule Adherence & Service Productivity standards:

• Consistently meet the service productivity standards Staff needs to meet the service productivity standards as defined from time to time
• Ensure adherence to schedule and login times as applicable Staff needs to maintain service adherence

Other Operational Activities

• Maintenance of records / record keeping.
• Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.
• Shift Adherence
• Nil Unscheduled offs
• Appropriate attendance record updation
• Nil Exception of ID maintenance

        Adherence to Audit and compliance process as defined

Primary Responsibilities:

• Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.
• To ensure that the defined productivity targets on service levels, call handling time , quality parameters are met consistently
• To ensure zero defects processing of all customer requests, including prompt and accurate Hotlisting of lost cards reported.
• To ensure complete and accurate resolution within the defined TATs
• To ensure process compliance as per the set Audit and SQ guidelines.
• Cross selling to the identified customers as per the defined process

Educational qualifications preferred

• Category: Bachelor’s Degree

Required work experience

• Industry: Exposure to banking preferable
• Fresher with good Communication skills can also apply

Required Skills:

• Good Team spirit
• Inter personal skill
• Good communication skill
• Proactive & focused approach
• Banking Product & Process Knowledge
• Sales and Influencing