Group Company: HDFC Bank Limited Designation: Virtual Care-Officer Customer Care (OCC) (77_262_100070) Office Location: CMA Centenary Tower Bangalore (Branch) Position description: 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. - Accurate and complete data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints. - Accurate hotlisting of the Debit/ Credit/ Prepaid cards, basis the card / account details provided by the customer o Prompt hotlisting of the card as per process. - Logging the reissuance request basis per customer instruction, as per defined process. - Attempting to delight the customer by striking a relationship and fulfilling needs. - Call back to customers in case of any unresolved queries etc. - Appropriately escalating cases to the Supervisor. 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. Educational qualifications preferred - Category: Bachelor's Degree Required work experience - Industry: Exposure to banking preferable - Years of experience: 0 to 1 Required Skills: - Good Team spirit - Inter personal skill - Good communication skill - Proactive & focused approach - Banking Product & Process Knowledge