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Role description
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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
Position purpose
Make sure delivery of consistent service aligned with standards to enhance client experience. Reach productivity, quality, and compliance targets while resolving client requests accurately and promptly.
Key Responsibilities
Client 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
Reach defined quality benchmarks.
Make sure 90% First Call Resolution.
Meet KAT and E-process scores.
Audit & Process Compliance
Adhere to process and audit qualifications.
Log client 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
Make sure timely and accurate MIS reporting.
Education:
Minimum Graduation.
Certifications:
None specified.
Key Competencies
Banking product knowledge, communication, sales capabilities, influencing capabilities, awareness of banking regulations.
Major Stakeholders
Clients, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.
This opening is for the VC-Officer Customer Care position in Ahmedabad.
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 VC-Officer Customer Care 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.