Virtual Care-Officer Customer Care (Occ)

Group Company: HDFC Bank Limited

Designation: Virtual Care-Officer Customer Care (OCC)

Office Location: Sanghi Mansion (Jaipur) Jaipur (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.

• 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

• 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.

Educational qualifications preferred

• Category: Bachelor's Degree

Required work experience

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

Required Skills:

• Good Team spirit
• Inter personal skill
• Good communication skill
• Proactive & focused approach
• Banking Product & Process Knowledge