Group Company: HDFC Bank Limited
Designation: Virtual Care-TPP Authorised Verification Officer (77_1676_100076)
Office Location: IT CITY MOHALI Mohali (Hub)
Position description:
Escalation handling & Query handling on the floor
· 1st 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:
More Information
Application Details
-
Organization Details
HDFC Bank
Recommended Comments
There are no comments to display.
Join the conversation
You are posting as a guest. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.