HDFC Bank Hiring for Virtual Care-Officer Customer Care – HL – Mumbai at Mumbai, Maharashtra Full Time

Designation: Virtual Care-Officer Customer Care – HL (77_1702_100079)

Office Location: MIDC Andheri East Mumbai (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.

o Nil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned.

o Nil complaints post handling of the escalations. Nil deviations on TAT/No Action

o Error-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:
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