COMPLETE Virtual Care-Officer Customer Care - Asset - Cochin

Group Company: HDFC Bank Limited

Designation: Virtual Care-Officer Customer Care - Asset (77_705_100078)

Office Location: Palarivattom Annex Cochin (Branch)

Position description:

  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 Debit / Credit Card Pin, NetBanking Password, PIN / IPIN statement of account, Fixed Deposit advice etc. 

·         Handling of financial transactions (currently Fixed Deposit opening, Demand Draft/ Managers Cheque requests, Funds transfer request 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 (eg – Hotlisting and Other transactions) as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication / further action.

·         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.

·         Accurate hotlisting of the Debit/ Credit/ Prepaid cards, basis the card / account details provided by the customer

o    Prompt hotlisting of the card as per process.

o    Logging the reissuance request basis per customer instruction, as per defined process.

·         Cross selling to the identified customers as per the defined process:

o    Adherence to the cross sell pitch as defined from time to time

o    Ensure no mis-sell of the products pitched.

·         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 the Supervisor.

Call Quality:

·Deliver service quality in order to achieve Quality benchmarks defined from time to time.

· First Call Resolution – 90%( for non-Complaints related calls)

· Achieve defined Call Quality scores.

· Achieve defined KAT Scores

·   Achieve defined E-process Scores

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 CRMNext & ensuring timely updations of interactions in appropriate systems.

Schedule Adherence & Service Productivity standards:

·     Consistently meet the service productivity standards – Staff needs to meet the service productivity standards as defined from time to time

·       Ensure adherence to schedule and login times as applicable – Staff needs to maintain service adherence

Other Operational Activities

·         Maintenance of records / record keeping.

·         Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.

·         Shift Adherence

·         Nil Unscheduled offs

·         Appropriate attendance record updation

·         Nil Exception of ID maintenance

        Adherence to Audit and compliance process as defined

Primary 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 on service levels, call handling time , quality parameters are met consistently
• To ensure zero defects processing of all customer requests, including prompt and accurate Hotlisting of lost cards reported.
• To ensure complete and accurate resolution within the defined TATs
• To ensure process compliance as per the set Audit and SQ guidelines.
• Cross selling to the identified customers as per the defined process

Additional Responsibilities:

Reporting Team

• Reporting Designation:
• Reporting Department:

Educational qualifications preferred

• Category: Bachelor's Degree
  
• Field specialization:
• Degree:
• Academic score:
• Institution tier:

Required Certification/s:

Required Training/s:

Required work experience

• Industry: Exposure to banking preferable
• Role:
• Years of experience: 0 to 1

Key Performance Indicators:

Required Competencies:

Required Knowledge:

Required Skills:

·         Good Team spirit

·         Inter personal skill

·         Good communication skill

·         Proactive & focused approach

·         Banking Product & Process Knowledge

·         Sales and Influencing Skills

Required abilities

• Physical:
• Other:

Work Environment Details:

Specific requirements

• Travel:
• Vehicle:
• Work Permit:

Other details

• Pay Rate:
• Contract Types:
• Time Constraints:
• Compliance Related:
• Union Affiliation:

Experience Required: 0Months to 12Months