COMPLETE Virtual Care-Officer Service Assessment (OSA) - Cochin

Group Company: HDFC Bank Limited

Designation: Virtual Care-Officer Service Assessment (OSA) (77_705_100071)

Office Location: Palarivattom Annex Cochin (Branch)

Position description:

Escalation handling & Query handling on the floor

·         1^st level escalation call handling and 100% accurate resolution on Calls received at the PhoneBanking during the assigned shifts.

·         Call handling staff’s query/doubt handling on floor

·         Coaching and Feedback sessions for the team handled.

o    Nil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned.

o    Nil complaints post handling of the escalations. Nil deviations on TAT/No Action

o    Error-free & on time logging of complaints/requests/data by team of call handling staff handled.

• Error-free and timely execution of customer instructions

Team Management:

·         Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example.

·         Consistent performance of the team assigned on servicing of customers

·         RCAs of escalations & relevant feedback to be given to all stakeholder (Call handling staff / TMs/ QMs/ Trg Mgrs)

·         Analyse on how to reduce escalations / repeat customers

·         Play the role of back up to Team Manager across shifts, Holidays, leaves.

·         Ensure that speed of execution and timely updates and completion of all projects that get assigned

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 Score

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:

• Ensuring appropriate handling of 1st level escalations and Queries are handled across the teams assigned
• Team building & motivating assigned call handling staff towards sustained achievement of performance standards and Unit goals and ensuring minimal attrition
• Ensuring assigned team’s compliance to laid down processes and guidelines.
• So that, excellent customer service, optimum productivity and efficiency of the team members are achieved.

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: 1 to 2

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

Required abilities

• Physical:
• Other:
  • Banking Product & Process Knowledge
  • Communication

Work Environment Details:

Specific requirements

• Travel:
• Vehicle:
• Work Permit:

Other details

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

Experience Required: 12Months to 24Months