Virtual Care-officer Service Resolution

**Group Company**: HDFC Bank Limited

**Designation**: Virtual Care-Officer Service Resolution (OSR) (77_1702_100080)

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

**Position description**:
Logging & resolution of complaints received at the Center( CASA/RA/Cards):

- Log complaint in the complaint management software / CRM on the date of receipt of the complaint as per process
- Outcall customers to obtain complete information wherever incomplete details are mentioned by the inbound agent in RAP.
- Create the child case and raise the same to the concerned department who is supposed to resolve the complaint.
- Follow up with the resolving unit and ensure that the resolution is received within time lines.
- Log and follow up on all complaints pertaining to disputed card transactions logged in the Auto chargeback module (ACM). Track the cases till closure, so as to ensure timelines are met and there are no instances of penalty charged for non-resolution.
- Collate details for communication to be sent to customers through sms /other modes.
- Outcall to customers and communicate the complaint resolution for identified complaints.
- Update the complaints in CRM and ensure accurate and complete resolution comments are captured by using template wherever defined.

Upload CRM resolution for each complaint in RAP, in order to enable agent to check the complaint status online, which aids the inbound agent in answering customer queries etc

**Reporting of local data /MIS for team/unit**:

- Extract MIS reports from CRM and utilize the same to track and close the unsolved complaints.
- Highlight open complaints to the resolving unit/branch for timely closure.
- Maintain records for despatch of interest statement/FD statement /other deliverables, as applicable.
- Follow up with respective back-end/OPs unit such as CPU / DB Opsetc for getting resolution / information for resolving the complaints.
- Store and maintain all the MIS as per requirement. Maintenance of all records in the defined formats(soft copy/ hard copy)

Filing & storage of reports as per defined process (hard copy / soft copy form as applicable)

**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.

**Call Quality**:

- Deliver service quality in order to achieve Quality benchmarks defined from time to time.
- Achieve defined Call Quality scores.
- Achieve defined KAT Scores
- Achieve defined E-process Scores

**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 complaints management for the Unit.
- To ensure accurate and error-free Complaint Management for the complaints received at the Call Center pertaining to Cards, Liabilities, Assets,etc as the case may be
- To ensure complete and accurate complaint resolution within the defined TATs
- To ensure process compliance as per the set Audit and SQ guidelines..
- To ensure complete and satisfactory resolution of all Non First Contact Resolution cases that have been resolved at the back end by various units
- To ensure best in class call experience for the customer on the Outbound call
- To use opportunities for business generation, post satisfactory resolution of complaints logged

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

**Required work experience**
- **Industry**: Banking
- **Years of experience**: 1 to 2

**Required Skills**:
- Good Team spirit
- Inter personal skill
- Time / Team Management
- Good communication skill
- Proactive & focused approach
- Banking Product & Process Knowledge

**Required abilities**
- **Other**: -- Banking Product & Process Knowledge
- Team Management.
- Communication.
- Planning and Organizing Skills