HDFC Bank Walk In 7th jan 2025 Freshers & experience
Time and Venue
7th January , 9.30 AM – 5.30 PM
HDFC Bank-4th Floor, HDFC Bank LTD, Akruti Business Port, MIDC, Road No. 13, Opp. Regale Hotel by Tunga, Andheri East, Mumbai – 400093
Contact – Riju Udayakumar
Officer Customer Care (Service Only)
Document Name : Process note and scope of activities of Officer Customer Care
Version 1.0
Effective Date : 18th Sept21
Document Owner – Virtual Care Control Unit (VCCU)
Documents Approver : Head Virtual Care PBK & Vrt Head Virtual Care Control Unit (VCCU)
Job Title : Officer Customer Care
Business Unit (PA) : Virtual Care
Team : PhoneBanking Care
Reports to (job) : Team Manager
Location of role : Pan India
Job Fn : Service
Role Type: Individual Contributor
No of direct reportees: NilTravel Required: No
Job Band Range : SO / E1
JD Created date: 18th Sept’21
JD Updated date : 18th Sept’21JD approved by (business) : R 0296, R.Jayakrishna Menon)
Version No : 1.0 *IC – Individual contributor
Job Purpose
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.
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Key Responsibility Areas : Activities 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
- 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.
Key Skills
- Good Team spirit
- Inter personal skill
- Good communication skill
- Proactive & focused approach
- Banking Product & Process Knowledge
Qualification & Skills Required:
- Graduate
- Banking Product & Process Knowledge
- Communication.
- Experience Required: Minimum experience in years – 0-1 yr, Exposure to banking preferable