AddressGroup Company: HDFC Bank Limited
Designation: Virtual Care-Phone Banking Officer (77_1676_100019)
Office Location: Mohali (Sec 70) Mohali (Branch)
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.
oNil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned.
oNil complaints post handling of the escalations. Nil deviations on TAT/No Action
oError-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:
- 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
- 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.
Required work experience
- Industry: Exposure to banking preferable
- Years of experience: 1 to 2
Required Skills:
- Inter personal skill
- Good communication skill
- Proactive & focused approach
- Banking Product & Process Knowledge
Required abilities
- Other:
- Banking Product & Process Knowledge
- Communication
Skills: Good Communication Skill
Experience: 1.00-2.00 Years
