Job Title

Customer Care Executive - Services

Business Unit

Retail Branch Banking

Reporting To

Teller Authoriser and Branch Head

Job Function and Role Type

Operations and Customer Service, Individual Contributor

Version No

2.0

Job Purpose

To ensure error-free operations and adherence to bank processes under the guidance of the Teller Authoriser and Branch Manager. Deliver superior customer service and achieve branch profitability through effective cross-selling of products.

Key Responsibilities

Operations

Ensure Operations responsibilities are completed.

Monitoring

Ensure Monitoring responsibilities are completed.

Reporting

Ensure Reporting responsibilities are completed.

Maintenance

Ensure Maintenance responsibilities are completed.

Customer Service

Manage lobby and queues to ensure smooth operations.

Deliver quality customer service and escalate irate customers.

Resolve complaints within stipulated TATs and ensure customer communication.

Collect and act on customer feedback for service improvement.

Sales

Identify and manage high transacting customers.

Handle cash receipts, payments, and ensure error-free transactions.

Process retail FX postings, gold sales, and prepaid cards.

Act as custodian for teller box, cheque drop boxes, and vault.

Ensure adherence to outward clearing and ATM processes.

Monitor large transactions and report as per schedule.

Identify and close TOD accounts and high cheque return customers.

Direct high cash transacting customers to the Branch Manager.

Manage archival backups and stationery reorder levels.

Conduct periodic checks of vault registers and key exchanges.

Prepare fortnightly reports on high-value cash transactions.

Report suspicious transactions and maintain AML registers.

Ensure timely FX transaction reporting to Treasury.

File and maintain suspense, TOD, and QRS reports.





Maintain records for returned cheques, salary uploads, and gold sales invoices.

File EOD reports and manage bulk stock registers.

Coordinate record binding and vendor dispatch.

Ensure accurate updates in E-call back systems.

Generate leads for liability products, credit cards, and third-party products.

Cross-sell gold bars, Forex Plus cards, and Gift Plus cards.

Promote CBDT collections and penetrate savings accounts.

Education:

Graduation/Post-Graduation.

Certifications:

IRDA for Life Insurance, POS for General Insurance, NISM V (A).

Key Competencies

Banking product knowledge, planning and organizing, team management, interpersonal skills, communication.

Major Stakeholders

Customers, Branch Banking Team, Operations, Insurance CAM, MF Fund Houses, HSL Personnel.

Skills

Refer to the Job Description

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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📌 CUSTOMER CARE EXECUTIVE-SERVICE (India)
🏢 HDFC Bank
📍 India