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Job Title
Service RM - Phonebanking
Business Unit
Direct Banking Channel
Reporting To
Head SRM
Job Function and Role Type
Service / Sales, Individual Contributor
Version No
2.0
Job Purpose
Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.
Key Responsibilities
Customer Interaction & Query/Complaints Management
Handle calls as per defined standards.
Resolve calls with 100% accuracy.
Log and resolve complaints accurately.
Hotlist and reissue cards promptly.
Call Quality
Achieve defined quality benchmarks.
Ensure 90% First Call Resolution.
Meet KAT and E-process scores.
Audit & Process Compliance
Adhere to process and audit requirements.
Log customer requests error-free.
Update interactions in CRM timely.
Schedule Adherence & Service Productivity Standards
Meet defined service productivity standards.
Adhere to schedule and login times.
MIS - Reporting
Ensure timely and accurate MIS reporting.
Education:
Minimum Graduation.
Certifications:
None specified.
Key Competencies
Banking product knowledge, communication, sales skills, influencing skills, awareness of banking regulations.
Major Stakeholders
Customers, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.
Sales
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0 - 1 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Audit-Sr. Auditor-Retail Asset Audit at HDFC Bank.
This role requires around 0 - 1 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to HDFC Bank's application process for this role.