Group Company: HDFC Bank Limited
Designation: Virtual Care-Officer Customer Experience (OCE) (77_506_100072)
Office Location: Vadapalani (Phonebanking) Chennai (Branch)
Position description:
Query Resolution & Call back ( NFCR cases):
- Resolving non-FCR queries of customers received
at the Centre.
§ Satisfactory resolution of all non-FCR queries.
§ Contactability of the calls at a minimum of 90%.
§ Target met for case closures within TAT.
- Ensuring timely call out/call back to customers by the dedicated team of Customer Experience Agents.
- Prepare weekly/daily plan for call outs to customers in order to adhere to define TAT.
- Ensure schedule adherence by team.
- Coaching and Feedback sessions for the team.
Handling escalated complaints:
- Handle escalations on the call
backs made for non-FCR calls.
§ Satisfactory resolution of escalations.
§ Minimal escalation to next level.
- Provide satisfactory resolution to customers & creating a good rapport with customers
Audit & Compliance guidelines:
- Ensure adherence to Audit Compliance
guidelines on complaints.
§ Nil Exceptions on resolution & Call Out related processes as defined.
- Assess through periodic checks.
Sales
Productivity:
- Drive cross-sell on call backs made by
Customer Experience Officers.
- Meet target sales
productivity for the team handled.
- Meet target sales
productivity for the team handled.
Administrative, Compliance & Personal Efficiency:
- Ensure all laid down system and process guidelines as stipulated by Audit and Senior Management are followed
- Ensure self and staff discipline (Late Login, Unscheduled Offs)
- Adherence to Bank’s policies /guidelines.
- Back up Responsibilities
§ Ensure role of back up.
§ Ensure leave planning and backups.
Primary Responsibilities:
- Responsible for ensuring zero defect handling of Non-FCR calls emanated at the PhoneBanking Center
- To ensure resolution of all Non- First Contact Resolution cases through a dedicated team of Customer Experience agents
- To ensure complete and accurate resolution within the defined TATs
- To ensure process compliance as per the set Audit and SQ guidelines.
- To drive business generation from customers during call out, post satisfactory resolution of queries logged.
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
- Time / Team Management
- Good communication skill
- Proactive & focused approach
- Banking Product & Process Knowledge
- Communication.
- Ability to develop a set of team.
- Sales and Influencing Skills
- Planning and Organizing 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:
More Information
Application Details
-
Organization Details
HDFC Bank
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