Job Purpose:

- Respond to customer first contact resolution mails received at designated customer service id as per agreed business TAT
- • Responsible to identify NFCR cases and follow up with the concerned business unit for adequate resolution
- • To ensure adherence to all laid down process while responding to customer mails
- • Responsible to provide complete and accurate resolution to customers, to achieve the overall objective of Customer satisfaction. •
- To identify & review request received from customer for charges waiver and raise request in Branch Waiver system / CBCI as per EMT empowerment grid.
- • Refer specific sections for job purpose and responsibilities for Social Care and Chat Banking.

Resolve customer emails first contact Identify, follow up on non-first contact cases

Adhere to all process guidelines

Provide accurate, complete resolutions

Review, raise charge waiver requests

Refer to specific sections for Social Care, Chat Banking

Job Responsibilities:





Provide accurate email resolutions

Respond to all customer queries

Ensure audit, quality compliance

Maintain system adherence, accuracy

Ensure timely email resolution

Handle social media queries, complaints

Follow up with backend teams

Vet resolutions for correctness

Conduct root cause analysis

Liaise with vendors, marketing

Respond to chat queries

Maintain system, product knowledge

Educational Qualifications:

Graduation

Key Skills:

Bank product knowledge

Communication, written skills

Sales, influencing skills

Interpersonal skills

Positive attitude

Experience Required:

Prior banking, customer service

Proficiency in email, chat (preferred)

Major Stakeholders:

Unit Heads, Team Managers

CPU, AFU, RA Ops

Direct Banking, operations

Branches, Sales Team

Service Delivery, Product team

📌 Walk-in || VC-Service RM-EMT and SMO (Chennai)
🏢 HDFC Bank
📍 Chennai