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Job Title
Officer Customer Care
Business Unit
Virtual Care
Reporting To
Team Manager
Job Function and Role Type
Service, Individual Contributor
Version No
1.0
Job Purpose
Ensure delivery of consistent, competent service to enhance customer experience. Meet productivity, quality, and compliance standards while resolving customer requests within defined TATs.
Key Responsibilities
Customer Interaction & Query/Complaints Management
Handle inbound calls for product and process queries.
Resolve billing, payment, and account statement issues.
Process financial transactions like deposits and fund transfers.
Log complaints and follow up for resolution.
Call Quality
Achieve defined call quality and resolution benchmarks.
Ensure First Call Resolution for 90% of non-complaint calls.
Meet KAT and E-process score targets.
Audit & Process Compliance
Adhere to audit and process requirements.
Log customer requests accurately and error-free.
Update interactions in CRM systems as per guidelines.
Schedule Adherence & Service Productivity Standards
Meet defined service productivity standards.
Adhere to schedules and maintain login times.
Other Operational Activities
Maintain accurate records and attendance.
Stay updated on product and process knowledge.
Comply with audit and shift adherence requirements.
Education:
Graduate.
Certifications:
None specified.
Key Competencies
Team spirit, interpersonal skills, communication, proactive approach, banking product knowledge.
Major Stakeholders
Customers, internal departments for complaint resolution.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 3 - 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 Fulfilment Manager-Secured Loan at HDFC Bank.
This role requires around 3 - 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.