Virtual Care-Tpp Authorised Verification Officer - Bangalore

Group Company: HDFC Bank Limited

Designation: Virtual Care-TPP Authorised Verification Officer (77_262_100076)

Office Location: CMA Centenary Tower Bangalore (Branch)

Position description:

• 
  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.

• 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

• 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.

Educational qualifications preferred

• Category: Bachelor's Degree

Required work experience

• Industry: Exposure to banking preferable
• Years of experience: 1 to 2

Required Skills:

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

Required abilities

• Other:
  • Banking Product & Process Knowledge
  • Communication