Virtual Care-Service RM

Role & 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 basis the Service desk handled, for call handling time, quality parameters, knowledge scores are met consistently.
• To ensure zero defects processing of all customer requests and enquiries, including prompt and accurate Hotlisting of lost cards reported.
• Resolution of customer queries, requests, complaints as per defined process.
• To ensure complete and accurate resolution within the defined TATs.
• To ensure process compliance as per the set Audit and SQ guidelines.
• Refer specific job responsibilities for further details of job purpose.

Preferred candidate profile

1. 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 balance statement/ NOC/ PIN/NetBanking Password, statement of account, Fixed Deposit advice etc.
• Handling of financial transactions (currently Fixed Deposit/ RD opening) 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.
• 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.
• 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 SME / Supervisor.

2. Call Quality:

• Deliver service quality in order to achieve Quality benchmarks defined from time to time.
• First Call Resolution as per defined benchmarks
• Achieve defined Call Quality scores.
• Achieve defined KAT /E learning Scores.

3. 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 HDFC Bank One / any other application for servicing customers. Ensuring timely updation of interactions in appropriate systems.

• You will be rostered as per business requirement on ROTATIONAL SHIFT, there will be no straight shift.
• Last shift will logout at 11 pm.
• Holiday Working will be incorporated as discussed.
• Weekly off will be rotational and may not be on weekends.
• Working hours requirement - as we discussed.
• You will be handling inbound calls to resolve customer queries on different banking products with Customer Education as eligible.