Walk-in || VC-Service RM-EMT and SMO

Job Role :

• Respond to customer first contact resolution mails received at designated customer service id as per agreed business TAT 
• Responsible to identify NFCR cases and follow up with the concerned business unit for adequate resolution
• To ensure adherence to all laid down process while responding to customer mails
• Responsible to provide complete and accurate resolution to customers, to achieve the overall objective of Customer satisfaction.
• To identify & review request received from customer for charges waiver and raise request in Branch Waiver system / CBCI as per EMT empowerment grid.
• Refer specific sections for job purpose and responsibilities for Social Care and Chat Banking

Customer Focused /accurate resolution on assigned emails :

• To identify NFCR cases and follow up with the concerned business unit for adequate resolution
• Respond to all queries raised by the customer with customer satisfaction as the prime focus
• To refer cases to the Team manager / Unit Head wherever customer request is getting declined. To check for opportunities to fulfill customer requirement.
• To ensure adherence to audit compliance as well as quality norms defined by business

Maintain 100% system adherence and accuracy

• To capture all customer interactions in the system with complete information to ensure details are available for any future reference. 
• Waivers to be provided correctly, considering the customer profile, payment history etc. All commitments made to customers to be honored and should avoid manual errors which will impact service delivery to customer
• Timely resolution all customer Emails

• Respond to customer queries on the same day when mail is allocated. To ensure none of the assigned mails are left without the required action.
• To aim at first time resolution and to send holding responses only when details / resolution is awaited.
• In case an interim response is being sent to the customer, regular review of these cases is to be done and provide resolution to customers within the agreed timelines
• To ensure adherence on TAT as per benchmark, for all queries received through email

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.