Job Title

Officer Customer Care

Business Unit

Virtual Care

Reporting To

Team Manager

Job Function and Role Type

Service, Individual Contributor

Version No

1.0

Job Purpose

Ensure delivery of consistent, competent service to enhance customer experience. Meet productivity, quality, and compliance standards while resolving customer requests within defined TATs.

Key Responsibilities

Customer Interaction & Query/Complaints Management

Handle inbound calls for product and process queries.

Resolve billing, payment, and account statement issues.

Process financial transactions like deposits and fund transfers.

Log complaints and follow up for resolution.

Call Quality

Achieve defined call quality and resolution benchmarks.

Ensure First Call Resolution for 90% of non-complaint calls.

Meet KAT and E-process score targets.

Audit & Process Compliance

Adhere to audit and process requirements.

Log customer requests accurately and error-free.

Update interactions in CRM systems as per guidelines.

Schedule Adherence & Service Productivity Standards

Meet defined service productivity standards.

Adhere to schedules and maintain login times.

Other Operational Activities

Maintain accurate records and attendance.

Stay updated on product and process knowledge.

Comply with audit and shift adherence requirements.

Education:

Graduate.

Certifications:

None specified.





Key Competencies

Team spirit, interpersonal skills, communication, proactive approach, banking product knowledge.

Major Stakeholders

Customers, internal departments for complaint resolution.

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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📌 VC-Officer Customer Care (Mumbai)
🏢 HDFC Bank
📍 Mumbai