Officer Customer Care (OCC)-Virtual Care

Job Title:

Officer Customer Care (Service Only)

Job Details:

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: Nil

Travel Required: No

Job Band Range: SO

JD Created date: 31-Jan-23

JD Updated date: 14-May-24

Version No: 1.1

Job Purpose:

Ensure competent, consistent service delivery

Enhance customer experience

Meet productivity targets: service levels, call handling time, quality

Process requests with zero defects

Resolve issues accurately within TATs

Comply with audit and SQ guidelines

Job Responsibilities:

Handle inbound customer calls

Manage product inquiries and transactions

Clarify billing, payments, charges, EMI, statements

Process requests: PIN, NetBanking password, statements, FD advice

Handle financial transactions: FD opening, DD/MC, funds transfer

Respond to customers within TATs

Process requests per defined process, authenticate customers

Answer calls within specified time

Adhere to service delivery standards

Capture request details accurately

Log customer issues/complaints; follow up

Hotlist cards accurately and promptly

Log reissuance requests

Delight customers; fulfill needs

Call back for unresolved queries

Escalate cases to Supervisor

Achieve quality benchmarks, FCR, KAT, E-process scores

Adhere to process and audit requirements

Submit financial transactions accurately, timely

Log/record customer requests error-free

Update customer interactions in CRMNext

Meet service productivity standards

Adhere to schedule and login times

Maintain records; keep product/process knowledge updated

Adhere to shift, attendance, ID maintenance

Educational Qualifications:

Graduate

Key Skills:

Good team spirit

Interpersonal skills

Communication skills

Proactive, focused approach

Banking product, process knowledge

Experience Required:

Minimum 0-1 year

Banking exposure preferable

Major Stakeholders:

Customers

Team Manager/Unit Head/State Head

Training Manager

Call Quality Officer

Other call handling staff