Virtual Care-phone Banking Officer

Job description

**Group Company**: HDFC Bank Limited

• *Designation**: Virtual Care-Phone Banking Officer (77_1051_10001+)

• *Office Location**: Sanghi Mansion (Jaipur) Jaipur (Branch)

• *Position description**:

• *Escalation handling & Query handling on the floor**

- 1st level escalation call handling and 100% accurate resolution on Calls received at the PhoneBanking during the assigned shifts.

- Call handling staff’s query/doubt handling on floor

- Coaching and Feedback sessions for the team handled.

o Nil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned.

o Nil complaints post handling of the escalations. Nil deviations on TAT/No Action

o Error-free & on time logging of complaints/requests/data by team of call handling staff handled.

- Error-free and timely execution of customer instructions

• *Team Management**:

- Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example.

- Consistent performance of the team assigned on servicing of customers

- RCAs of escalations & relevant feedback to be given to all stakeholder (Call handling staff / TMs/ QMs/ Trg Mgrs)

- Analyse on how to reduce escalations / repeat customers

- Play the role of back up to Team Manager across shifts, Holidays, leaves.

- Ensure that speed of execution and timely updates and completion of all projects that get assigned

• *Call Quality**:

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

- First Call Resolution - +0%( for non-Complaints related calls)

- Achieve defined Call Quality scores.

- Achieve defined KAT Scores

- Achieve defined E-process Score

• *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**:

- Ensuring appropriate handling of 1st level escalations and Queries are handled across the teams assigned

- Team building & motivating assigned call handling staff towards sustained achievement of performance standards and Unit goals and ensuring mínimal attrition

- Ensuring assigned team’s compliance to laid down processes and guidelines.

- So that, excellent customer service, optimum productivity and efficiency of the team members are achieved.

• *Educational qualifications preferred**

- **Category**: Bachelor's Degree

• *Required work experience**

- **Industry**: Exposure to banking preferable

- **Years of experience**: 1 to 2

• *Required Skills**:

- Good Team spirit

- Inter personal skill

- Good communication skill

- Proactive & focused approach

- Banking Product & Process Knowledge

• *Required abilities**

- **Other**:

- Banking Product & Process Knowledge

- Communication