Collections-customer Communication Officer

4 weeks ago

India HDFC Bank Full time

Department- Collections- Job posted on- Feb 16, 2024- Employee Type- Permanent-Sales Vertical- Experience range (Years)- 0 - N.A.**Group Company**: HDFC Bank Limited

**Designation**: Collections-Customer Communication Officer (7_1702_100144)

**Office Location**: Kanjurmarg, Kanjurmarg

**Position description**:
Collections-Customer Communication Officer

**Primary Responsibilities**:

- Complaints received to be actioned within stipulated TATs.
- Ensure quality resolution along with end to end resolution for customer complaints / grievance.
- Ensure inputs provided from various channels on complaints cases are validated and correct feedback shared for each case with central CCM team.
- Validation of voice recordings - Voice recordings to be validated on any complaint involving abusive call / mis-commitment.
- All grievances against caller, fte, Agency to be shared with regional support teams for further investigations.
- Ensure 100% adherence of call quality standards laid down for the unit.
- Regularly highlight key complaint trend across locations to ensure correct actions are taken to address the same. and details.

**Additional Responsibilities**:

- Projects to be taken up in areas of customer satisfaction measurements, increased productivity, cost effectiveness, enhancement to quality/quantity of money collection.

**Educational qualifications preferred**
- **Category**: Bachelor's Degree
- **Academic score**: Pass
- **Institution tier**: Any

**Required work experience**
- **Industry**: Banking/NBFC Preferred
- **Role**: MIS, PROCESS related work preferable from service industry.
- **Years of experience**: 0 to 1

**Key Performance Indicators**:
Preparation MIS ,Handling customer complaints etc

**Required Competencies**:
Good Communication require

**Required Knowledge**:
Comprehensive knowledge of the activities of the Retail Portfolio Management Unit would be an added advantage.

**Required Skills**:
MS excel & good communication skills(Oral & Written)

**Specific requirements**
- **Travel**: NA
- **Vehicle**: NA

**Other details**
- **Contract Types**: Permanent
- **Union Affiliation**: No

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