VC-Service RM-Phonebanking
Hdfc Bank · Not specified · onsite · Posted 33d ago
Not disclosedFresherfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Role Description
Job Title
Service RM - Phonebanking
Business Unit
Direct Banking Channel
Reporting To
Head SRM
Job Function and Role Type
Service / Sales, Individual Contributor
Version No
2.0
Job Purpose
Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.
Key Responsibilities
Customer Interaction & Query/Complaints Management
Handle calls as per defined standards.
Resolve calls with 100% accuracy.
Log and resolve complaints accurately.
Hotlist and reissue cards promptly.
Call Quality
Achieve defined quality benchmarks.
Ensure 90% First Call Resolution.
Meet KAT and E-process scores.
Audit & Process Compliance
Adhere to process and audit requirements.
Log customer requests error-free.
Update interactions in CRM timely.
Schedule Adherence & Service Productivity Standards
Meet defined service productivity standards.
Adhere to schedule and login times.
MIS - Reporting
Ensure timely and accurate MIS reporting.
Education
Minimum Graduation.
Certifications
None specified.
Key Competencies
Banking product knowledge, communication, sales skills, influencing skills, awareness of banking regulations.
Major Stakeholders
Customers, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.
Job Title
Service RM - Phonebanking
Business Unit
Direct Banking Channel
Reporting To
Head SRM
Job Function and Role Type
Service / Sales, Individual Contributor
Version No
2.0
Job Purpose
Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.
Key Responsibilities
Customer Interaction & Query/Complaints Management
Handle calls as per defined standards.
Resolve calls with 100% accuracy.
Log and resolve complaints accurately.
Hotlist and reissue cards promptly.
Call Quality
Achieve defined quality benchmarks.
Ensure 90% First Call Resolution.
Meet KAT and E-process scores.
Audit & Process Compliance
Adhere to process and audit requirements.
Log customer requests error-free.
Update interactions in CRM timely.
Schedule Adherence & Service Productivity Standards
Meet defined service productivity standards.
Adhere to schedule and login times.
MIS - Reporting
Ensure timely and accurate MIS reporting.
Education
Minimum Graduation.
Certifications
None specified.
Key Competencies
Banking product knowledge, communication, sales skills, influencing skills, awareness of banking regulations.
Major Stakeholders
Customers, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.
Sourced from foundit
Skills
Call Qualitycomplaints managementAudit Process ComplianceAwareness of banking regulationscrmCustomer InteractionSales SkillsInfluencing SkillsBanking Product KnowledgeMIS Reporting
About HDFC Bank
Hdfc Bank
Banking
214.5k+
employees
1994
32 years old
Mumbai, Maharashtra
India
About
HDFC Bank Limited is an Indian banking and financial services company headquartered in Mumbai.
Industries
BankingFinancial ServicesMedia & Entertainment / PublishingInsuranceNBFC
Employee ratings
52,395 reviews
3.8/ 5
Culture
3.6
Career growth
3.1
Work-life
3.5
Employees rate it well for
Salary4311Work Life Balance4044Work Culture3573Work Environment2502Job Security2352
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