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Job Title
Customer Experience Executive
Business Unit
Retail Branch Banking
Reporting To
PB Authorizer/PB-Teller Authorizer
Job Function and Role Type
Servicing, Individual Contributor
Version No
2.0
Job Purpose
Provide best-in-class banking services and prompt resolution of customer queries within prescribed TATs. Migrate customer requests to direct banking channels and assist the branch in meeting sales targets.
Key Responsibilities
Operations
Ensure Operations responsibilities are completed.
Customer Services
Handle branch queries like balance inquiries and cheque deposits.
Migrate customers to digital banking channels and provide demonstrations.
Resolve customer complaints efficiently and prevent escalations.
Promote direct banking channels and ensure queue management.
Contact customers for credit card activation and upgrades.
Sales
Custodian of branch deliverables like Welcome Kits and ATM cards.
Contact customers for deliverable collection and maintain delivery records.
Perform EOD stock tally and ensure proper destruction of expired deliverables.
Process customer instructions like stop payments and account closures.
Maintain courier registers and monitor branch stationery requirements.
Achieve sales targets assigned by the branch manager.
Generate and route eligible asset leads through DAP.
Call customers to improve balances and cross-sell products.
Book FD/RD online and provide product demonstrations.
Focus on improving customer banding and escalate non-cooperative cases.
Education:
Graduation/Post-Graduation.
Certifications:
NISM-VA, IRDA, POSP.
Key Competencies
Banking product knowledge, sales and influencing skills, communication, planning and organizing, knowledge of competition.
Major Stakeholders
Customers, Branch Banking Team, Operations, Insurance CAM, MF Fund Houses, HSL Personnel.
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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 RBB-PB-Teller Authorisers 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.