Virtual Care-Officer Customer Experience (Oce) - Delhi

Group Company: HDFC Bank Limited

Designation: Virtual Care-Officer Customer Experience (OCE) (77_608_100072)

Office Location: Ambience Tower (Rohini-Sec-10) Delhi (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.
  .

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.

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
• 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