Virtual Care-officer Customer Care

**Group Company**: HDFC Bank Limited

**Designation**: Virtual Care-Officer Customer Care (OCC)

**Office Location**: MIDC Andheri East Mumbai (Branch)

**Position description**:
**Customer Interaction & Query/Complaints Management**

Job Role includes, handling of inbound calls received from customers enquiring details of the product holdings, product or process related information. (for any / all products areas like Credit Cards, Bank A/Cs, Deposits, Loans, Depositories, Mutual Funds, Debit Cards, Prepaid & Forex Cards or any other Direct Banking related calls)
- Enquiries & transactions related to the products availed by the customer.
- Clarifications & queries on billing, payment confirmation, charges, EMI details, statement of account etc.
- Handling requests such as Debit / Credit Card Pin, NetBanking Password, PIN / IPIN statement of account, Fixed Deposit advice etc.
- Handling of financial transactions (currently Fixed Deposit opening, Demand Draft/ Managers Cheque requests, Funds transfer request as requested by customers.)
- Responding to customers with the resolution within the defined TATs.
- Process the requests as per defined process, while ensuring adherence to the customer authentication process.
- Answering customer calls within the specified call answer time.
- Adherence to the defined service delivery standards.
- Accurate data capture of the request details (eg - Hotlisting and Other transactions) as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication / further action.
- Accurate and complete data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints.
- Accurate hotlisting of the Debit/ Credit/ Prepaid cards, basis the card / account details provided by the customer o Prompt hotlisting of the card as per process.
- Logging the reissuance request basis per customer instruction, as per defined process.
- Attempting to delight the customer by striking a relationship and fulfilling needs.
- Call back to customers in case of any unresolved queries etc.
- Appropriately escalating cases to the Supervisor.

**Call Quality**:

- Deliver service quality in order to achieve Quality benchmarks defined from time to time.
- First Call Resolution - 90%( for non-Complaints related calls)
- Achieve defined Call Quality scores.
- Achieve defined KAT Scores
- Achieve defined E-process Scores

**Audit & Process Compliance**:

- Ensure adherence to process and Audit requirements.
- Ensure accurate and timely submission of financial transactions & requests.
- Ensure Error-free logging/recording of customer requests
- Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in appropriate systems.

**Schedule Adherence & Service Productivity standards**:

- Consistently meet the service productivity standards - Staff needs to meet the service productivity standards as defined from time to time.
- Ensure adherence to schedule and login times as applicable - Staff needs to maintain service adherence

**Other Operational Activities**
- Maintenance of records / record keeping.
- Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.
- Shift Adherence
- Nil Unscheduled offs
- Appropriate attendance record updation
- Nil Exception of ID maintenance
- Adherence to Audit and compliance process as defined.

**Primary Responsibilities**:

- Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.
- To ensure that the defined productivity targets on service levels, call handling time, quality parameters are met consistently
- To ensure zero defects processing of all customer requests, including prompt and accurate Hotlisting of lost cards reported.
- To ensure complete and accurate resolution within the defined TATs.
- To ensure process compliance as per the set Audit and SQ guidelines.

**Educational qualifications preferred**
- **Category**: Bachelor's Degree

**Required work experience**
- **Industry**: Exposure to banking preferable
- **Years of experience**: 0 to 1

**Required Skills**:

- Good Team spirit
- Inter personal skill
- Good communication skill
- Proactive & focused approach
- Banking Product & Process Knowledge