Walk-in || Virtual Care - VC service RM -EMT -SMO -Chennai

Role & responsibilities :

• 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.

Customer support

End to End handling of queries / complaints received as mail /post on Social Media Sites

Follow up with backend team or initial resolver :

• To liaise with various Branches/CPU/DBQ/TBG /Credit Cards teams/Product/sales/collections etc. through CRM / Lono.

Escalations

• To closely follow-up with the respective units to provide timely resolution to the escalated complaint
• To vet resolution/response given by branches/other units and to ensure correctness and completeness of the same

Root Cause Analysis/ Process Improvements

• To carry out RCA (Root Cause Analysis) with a view to identify Process Improvements and thereby to play a key role in providing regular inputs for process and product improvement to the business units

Operational fulfillment :

• To liaise with Vendor/Marketing departments to achieve Operational fulfillment
• To ensure quality parameters are met
• To conduct training of vendor on new updates pertaining to product or process and equip them with FAQs for handling customer generic queries.
• To publish monthly product reports with respective product teams.

Dash-Board System

1. To provide feedback to vendor on performance of Dashboard system
2. To provide feedback on various enhancements/customization in the dashboard system in order to make system more user friendly.