Verified Job
Accounting - Finance
Virtual Care-phone Banking Officer
Accounting - Finance
#597475
Remote / WFH
Job Description
Job description
Group Company: HDFC Bank Limited
• Designation: Virtual Care-Phone Banking Officer (77_1051_10001+)
• Office Location: Sanghi Mansion (Jaipur) Jaipur (Branch)
• 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 - +0%( 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
Group Company: HDFC Bank Limited
• Designation: Virtual Care-Phone Banking Officer (77_1051_10001+)
• Office Location: Sanghi Mansion (Jaipur) Jaipur (Branch)
• 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 - +0%( 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
