Virtual Care-officer Customer Experience

19 hours ago

Mohali, India HDFC Bank Full time

**Group Company**: HDFC Bank Limited

**Designation**: Virtual Care-Officer Customer Experience (OCE) (77_1676_100072)

**Office Location**: IT CITY MOHALI Mohali (Hub)

**Position description**:
**Query Resolution & Call back ( NFCR cases)**:

- Resolving non-FCR queries of customers received at the Centre.
- Satisfactory resolution of all non-FCR queries.
- Contactability of the calls at a minimum of 90%.
- Target met for case closures within TAT.
- Ensuring timely call out/call back to customers by the dedicated team of Customer Experience Agents.
- Prepare weekly/daily plan for call outs to customers in order to adhere to define TAT.
- Ensure schedule adherence by team.
- Coaching and Feedback sessions for the team.

**Handling escalated complaints**:

- Handle escalations on the call backs made for non-FCR calls.
- Satisfactory resolution of escalations.
- Minimal escalation to next level.
- Provide satisfactory resolution to customers & creating a good rapport with customers

**Audit & Compliance guidelines**:

- Ensure adherence to Audit Compliance guidelines on complaints.
- Nil Exceptions on resolution & Call Out related processes as defined.
- Assess through periodic checks.

**Sales Productivity**:

- Drive cross-sell on call backs made by Customer Experience Officers.
- Meet target sales productivity for the team handled.


**Administrative, Compliance & Personal Efficiency**:

- Ensure all laid down system and process guidelines as stipulated by Audit and Senior Management are followed
- Ensure self and staff discipline (Late Login, Unscheduled Offs)
- Adherence to Bank’s policies /guidelines.
- Back up Responsibilities
- Ensure role of back up.
- Ensure leave planning and backups.

**Primary Responsibilities**:

- Responsible for ensuring zero defect handling of Non-FCR calls emanated at the PhoneBanking Center
- To ensure resolution of all Non
- First Contact Resolution cases through a dedicated team of Customer Experience agents
- To ensure complete and accurate resolution within the defined TATs
- To ensure process compliance as per the set Audit and SQ guidelines.
- To drive business generation from customers during call out, post satisfactory resolution of queries logged.

**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
- Time / Team Management
- Good communication skill
- Proactive & focused approach
- Banking Product & Process Knowledge
- Communication.
- Ability to develop a set of team.
- Sales and Influencing Skills
- Planning and Organizing Skills

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