Company Name: HDFC Bank
Job Role: Office Customer Care
Experience: 0 – 3 Years
Qualification: Any Graduates
Job Type: Full Time
Job Location: Shillong
Job Description:
- 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
- Prompt hotlisting of the card as per process.
- 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.
Key Skills
- Good Team spirit
- Inter personal skill
- Good communication skill
- Proactive & focused approach
- Banking Product & Process Knowledge
Qualification & Skills Required:
- Graduate
- Banking Product & Process Knowledge
- Communication
Walkin Details:
Walkin Date: 29th October 2024
Time: 11.00 AM – 5.00 PM
Venue Details:
SHILLONG TECHNOLOGY PARK,
HDFC BANK LTD,2ND FLOOR,UMSAWLI,793012
