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Job Title
Subject Matter Expert
Business Unit
Virtual Care
Reporting To
State Head / Unit Head
Job Function and Role Type
Service, Individual Contributor
Version No
1.0
Job Purpose
Ensure accurate handling of 1st level escalations and queries across assigned teams. Build and motivate teams to achieve performance standards, compliance, and customer service excellence.
Key Responsibilities
Escalation and Query Handling
Handle 1st level escalations with 100% accurate resolution.
Provide coaching and feedback to call handling staff.
Ensure error-free and timely execution of customer instructions.
Team Management
Build and motivate teams to achieve service, sales, and quality goals.
Analyze and reduce escalations and repeat customer issues.
Act as backup to Team Manager during shifts, holidays, and leaves.
Call Quality
Achieve defined call quality, KAT, and e-process scores.
Deliver 90% first call resolution for non-complaint calls.
Audit and Process Compliance
Ensure adherence to audit and process requirements.
Accurately log and record customer requests in systems.
Schedule Adherence and Service Productivity
Meet defined service productivity standards consistently.
Ensure adherence to schedules and login times.
Other Operational Activities
Maintain accurate records and update attendance.
Stay updated on product and process knowledge.
Adhere to audit and compliance processes.
Education:
Graduate.
Certifications:
Banking Product Knowledge, Process Knowledge, Communication.
Key Competencies
Team spirit, interpersonal skills, communication, proactive approach, banking product knowledge.
Major Stakeholders
Internal teams, customers, and supervisors.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 1 - 7 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-Service RM-Phonebanking at HDFC Bank.
This role requires around 1 - 7 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.