Role & responsibilities

Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.
- To ensure that the defined productivity targets basis the Service desk handled, for call handling time, quality parameters, knowledge scores are met consistently.
- To ensure zero defects processing of all customer requests and enquiries, including prompt and accurate Hotlisting of lost cards reported.
- Resolution of customer queries, requests, complaints as per defined process.
- To ensure complete and accurate resolution within the defined TATs.
- To ensure process compliance as per the set Audit and SQ guidelines.
- Refer specific job responsibilities for further details of job purpose.

Preferred candidate profile

1. Customer Interaction & Query/Complaints Management:

Job Role includes, handling of inbound calls received from customers enquiring details of the product holdings, product or process related information. (For any / all products areas like Credit Cards, Bank A/Cs, Deposits,



Loans, Depositories, Mutual Funds, Debit Cards, Prepaid & Forex Cards or any other Direct Banking related calls)
- Enquiries & transactions related to the products availed by the customer.
- Clarifications & queries on billing, payment confirmation, charges, EMI details, statement of account etc.
- Handling requests such as balance statement/ NOC/ PIN/NetBanking Password, statement of account, Fixed Deposit advice etc.
- Handling of financial transactions (currently Fixed Deposit/ RD opening) as requested by customers.
- Responding to customers with the resolution within the defined TATs.
- Process the requests as per defined process, while ensuring adherence to the customer authentication process.
- Answering customer calls within the specified call answer time.
- Adherence to the defined service delivery standards.
- Accurate data capture of the request details.
- Accurate and complete d

📌 Virtual Care-Service RM (Kolkata)
🏢 HDFC Bank
📍 Kolkata