Customer Care - Voice Process

Roles and 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.

• 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.

• 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 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. o Logging the reissuance request basis per customer instruction, as per defined process.