Virtual Care-officer

**Group Company**: HDFC Bank Limited

**Designation**: Virtual Care-Officer - Outbound Customer Care (77_19_100093)

**Office Location**: Himalaya RTO - Calling Units Ahmedabad (Branch)

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

Job Role includes handling of outbound calls of customers regarding card control:
Clarifications & queries on transactions declined due to card control not enabled

Renewal and upgrade customers for welcome call/feature enforcement

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 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.

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 to achieve Quality benchmarks defined from time to time.

Achieve defined Call Quality 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

**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.
- Ensure Outcalling is done to Customers for clarifying customer queries on transaction declined due to card control not enabled, Renewal and upgrade customers for welcome call/feature enforcement
- To ensure that the defined benchmarks on service experience, call handling time, qualityetc parameters are met consistently, including the call productivity standard
- To ensure zero defects processing of all customer requests
- 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 5

**Required Skills**:
Banking Product & Process Knowledge

Good Communication skills

Influencing Skills and interpersonal skills