Virtual Relationship Banking-Tele Banking Executive - Thane

Group Company: HDFC Bank Limited

Designation:Virtual Relationship Banking-Tele Banking Executive (ME/IFB) (137_2521_100089)

Office Location: Lodha iThink Palava City Thane (Branch)

Position description:

Qualitative:Product level Unit and Value target achievement.Monthly productivity.

Detailed Responsibilities

Tele Banking Executive is responsible to to engage with New to Bank + Existing

customers of the Bank to service and provide product interventions with relevant offers for all Core objectives of the channel & further Cross Sell / Up Sell other Products of the Bank

Other engagement interventions across business objectives will include:

Activation, Retention, Service, Winback Merchants through various interventions

Enhanced spends / Volumes & usage of Merchant Products

Winback customer spends, usage in Credit / Debit Card under Instalment Finance Business

End Objective

Contribute to the overall channel achievement/Objective.

To achieve month on month productivity on the allocated product line.

Qualitative:Call QualityCount of callsTime on system.Quality of sales

Detailed Responsibilities

Effective interaction or communication with the customer.

Correct capture of customer interaction by tagging in Dialer.

Work on the feedback shared with by the supervisor /unit manager/training manager on the quality of Call experience.

Ensure all tele calling and product regulatory compliance are adhered to.

All guidelines on floor discipline, dialer hygiene parameters.

Ensure complete and correct information is shared with the customer.

Ensuring sales is completed adhering to all product guidelines.

Ensure minimal rejects and cancellations.
End Objective

Ensuring that the customer has a pleasant experience.

Create an experience for customer to do transaction with HDFC Bank on his banking needs.

To have a controlled tele calling set up.
Product Penetration
Detailed Responsibilities

Meet penetration objectives across core product segments for example ME activation, DC EMI contribution & Tap existing opportunities across Retail Assets, Payments, Liabilities and TPP Products

Educate the customer on products of the Bank.

Show the value and convenience in usage of bank products.

Ensure product penetration in the contacted customer.
End Objective
Increase product penetration within the non-managed customer base of the Bank.
Audit and compliance
Detailed Responsibilities

TELE BANKING EXECUTIVE is required to adhere to all laid down guidelines for

Calling

Merchant Engagement

Product sourcing

Product processing

Curing of rejects

Monitoring cancellations

Complaint handling
End Objective
Control and minimize financial & reputational loss to the Bank.

Primary Responsibilities:

• The incumbent is responsible to represent the Bank and present the bouquet of eligible products to the non-managed customer of the Bank. Educate the customer on products of the Bank.
• Tele Banking Executive is trained to engage with Merchant and Customer, explain the features and benefits of the product.

Required Skills:

• Graduate from a reputed and known university
• Good Communication Skills
• Basic knowledge of banking products
  

Skills: activation , Customer Interaction, Volumes, Call Quality, Unit Manager, Service, Tele, Product Processing, Supervisor, Transaction, Training Manager, Complaint Handling, Audit, Feedback, product sourcing, Dialer, Credit, debit card , Compliance, Payments, Retention, liabilities

Experience: 0.00-2.00 Years