Chat us
Call us
Job Title
VC-Officer Service Resolution (OSR)
Business Unit
Virtual Care
Reporting To
Complaint Officer
Job Function and Role Type
Service, Individual Contributor
Version No
1.0
Job Purpose
Ensure zero-defect complaints management and accurate resolution within defined TATs. Deliver best-in-class customer experience and process compliance.
Key Responsibilities
Logging & Resolution of Complaints
Download and verify complaints logged by inbound staff.
Log complaints in CRM as per process.
Outcall customers for incomplete details.
Follow up with resolving units for timely resolution.
Reporting of Local Data / MIS
Extract and utilize MIS reports to track complaints.
Highlight open complaints for timely closure.
Maintain and store MIS records as required.
Maintenance of Records
File and store reports in defined formats.
Audit & Compliance Guidelines
Ensure adherence to audit compliance guidelines.
Conduct periodic checks to ensure nil exceptions.
Call Quality
Deliver service quality to meet benchmarks.
Achieve defined Call Quality, KAT, and E-process scores.
Administrative, Compliance & Personal Efficiency
Follow system and process guidelines.
Ensure self-discipline and adherence to policies.
Plan leaves and maintain team backups.
Education:
Graduate.
Certifications:
Banking Product Knowledge, Process Knowledge, Team Management.
Key Competencies
Interpersonal skills, time management, communication, proactive approach, planning and organizing.
Major Stakeholders
Internal teams and back-end operations units.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 1 - 10 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 COMPLAINTS OFFICER-PHONE BKG at HDFC Bank.
This role requires around 1 - 10 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.