HDFC Bank Looking for Virtual Care-Officer Customer Care at Bengaluru Full Time

Group Company: HDFC Bank Limited

Designation: Virtual Care-Officer Customer Care (OCC)

Office Location: CMA Centenary Tower Bangalore (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

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:

– 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

▶️ Virtual Care-Officer Customer Care
🖊️ HDFC Bank
📍 Bengaluru