Job Title:

Officer: Outbound Customer Care

Job Details:

Business Unit: Virtual Care

Team: PhoneBanking Care

Reports to: Team Manager

Location: Pan India

Job Function: Service

Role Type: Individual Contributor

Direct Reportees: Nil

Travel Required: No

Job Band Range: S1-S2

JD Created date: 01-04-2023

JD Updated date: 14-May-24

Version No: 1.0

Job Purpose:

Deliver consistent service

Enhance customer experience

Job Responsibilities:

Outcall customers for queries

Clarify transaction declines

Conduct welcome calls for renewals

Meet service benchmarks

Achieve call handling time goals

Ensure zero defect processing

Resolve requests within TATs

Comply with audit guidelines

Manage customer interactions

Process requests accurately

Log complaints properly





Escalate cases to supervisor

Educational Qualifications:

Graduate degree

Key Skills:

Valuable team spirit

Interpersonal skills

Communication skills

Proactive approach

Focused approach

Banking product knowledge

Process knowledge

Influencing skills

Experience Required:

0-5 years experience

Banking exposure preferred

Major Stakeholders:

Customers

Team Manager

Unit Head

State Head

Training Manager

Call Quality Officer

Other call handling staff

Required Skills

Refer to the Job Description

📌 Officer-Outbound Customer Care-Virtual Care (Ernakulam)
🏢 HDFC Bank
📍 Ernakulam