Virtual Care-subject Matter Expert

**Group Company**: HDFC Bank Limited

**Designation**: Virtual Care-Subject Matter Expert (SME) (77_1676_100069)

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

**Position description**:
**Escalation handling & Query handling on the floor**
- 1st level escalation call handling and 100% accurate resolution on Calls received at the PhoneBanking during the assigned shifts.
- Call handling staff’s query/doubt handling on floor
- Coaching and Feedback sessions for the team handled.

o Nil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned.

o Nil complaints post handling of the escalations. Nil deviations on TAT/No Action

o Error-free & on time logging of complaints/requests/data by team of call handling staff handled.
- Error-free and timely execution of customer instructions

**Team Management**:

- Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example.
- Consistent performance of the team assigned on servicing of customers
- RCAs of escalations & relevant feedback to be given to all stakeholder (Call handling staff / TMs/ QMs/ Trg Mgrs)
- Analyse on how to reduce escalations / repeat customers
- Play the role of back up to Team Manager across shifts, Holidays, leaves.
- Ensure that speed of execution and timely updates and completion of all projects that get assigned

**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 Score

**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**:

- Ensuring appropriate handling of 1st level escalations and Queries are handled across the teams assigned
- Team building & motivating assigned call handling staff towards sustained achievement of performance standards and Unit goals and ensuring mínimal attrition
- Ensuring assigned team’s compliance to laid down processes and guidelines.
- So that, excellent customer service, optimum productivity and efficiency of the team members are achieved.

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

**Required work experience**
- **Industry**: Exposure to banking preferable
- **Years of experience**: 1 to 2

**Required Skills**:

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

**Required abilities**
- **Other**:

- Banking Product & Process Knowledge
- Communication