Job Purpose

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.

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Common areas of responsibility. Also applicable for Service RM- Team UPB / StoB/Asset/ Demat/ Mutual Funds

Key Responsibility Areas:

Activities

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 data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints.
- Attempting to delight the customer by striking a relationship and fulfilling needs.
- Call back to customers in case of any unresolved queries etc.
- Appropriately escalating cases to SME / Supervisor.

Call Quality:

- Deliver service quality in order to achieve Quality benchmarks defined from time to time.
- First Call Resolution as per defined benchmarks
- Achieve defined Call Quality scores.
- Achieve defined KAT /E learning Scores

Audit & Process Compliance:

- Ensure adherence to process and Audit requirements.




- Ensure accurate and timely submission of financial transactions & requests.
- Ensure Error-free logging/recording of customer requests
- Adherence to set processes of updating customer interactions in HDFC Bank One / any other application for servicing customers. Ensuring timely updation of interactions in appropriate systems.

Schedule Adherence & Service Productivity standards:

- Consistently meet the service productivity standards Staff needs to meet the service productivity standards as defined from time to time
- Ensure adherence to schedule and login times as applicable – Staff needs to maintain service adherence

Other Operational Activities

- Maintenance of records / record keeping.
- Keep self-updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.
- Shift Adherence
- Nil Unscheduled offs
- Appropriate attendance record updation
- Nil Exception of ID maintenance
- Adherence to Audit and compliance process as defined.

Additional / Specific Responsibilities:

Role: Service RM- Imperia / Super-premium Cards / NR services:

Key Responsibility Areas:

Activities

Customer Interaction & Query/Complaints Management:

- Call handling as per defined standards.
- 100% accurate resolution on Calls received at the Call Center. Error-free handling of requests/transactions on calls.
- Send response as per defined TAT in case any query is not resolved on the first call.
- Accurate logging and resolution of complaints. Complaint docket number (CDN) or equivalent to be provided to customers for every complaint captured & ensuring Nil/ Minimal complaints by customers on improper / erroneous call handling.
- Ensure accurate capture of complaints related data provided by the customer - Error-free & on time logging of complaints
- Handle calls related to Hotlisting and reissuance of cards as per defined standards. Ensure error-free and prompt hotlisting of cards.

Best in Class Customer call Experience:

- High quality of Product/process knowledge to handle customer calls & achievement of defined call quality scores
- Self-scores on product quizzes in E-learning platforms to be above benchmarks at 95%
- Sensitive objection handling, especially with irate customers
- Judicious use of designated CAD
- Clarity of representation/escalating to seniors/inter dept when required to expedite /undertake deviations for customer resolution.
- In case of customer issues,



highlight and ensure adequate service recovery measures are initiated

Role: Service RM- Customer Experience:

Key Responsibility Areas:

Activities

Query Resolution & Call back (NFCR cases):

- Resolving non-FCR queries of customers received at the Centre.
- Satisfactory resolution of all non-FCR queries.
- Contactability of the calls at a minimum of 90%.
- Target met for case closures within TAT.
- Ensuring timely call out/call back to customers basis assigned cases.
- Ensure meet weekly/daily plan for call outs to customers in order to adhere to define TAT.
- Ensure schedule adherence.

Handling cases that require sensitive handling/ complaints:

- Handle call backs made for non-FCR calls.
- Provide Satisfactory resolution.
- Minimal escalation to next level.
- Provide satisfactory resolution to customers & creating a positive rapport with customers

Role: Service RM- Hotlisting, Unauthorised Txn reporting, Prepaid Cards service

Key Responsibility Areas:

Activities

Customer Interaction & Query/Complaints Management

Job Role includes, handling of inbound calls received from customers for blocking of lost/stolen cards, blocking UPI, NetBanking and account in case of unauthorised transactions and servicing of Prepaid Cards & Forex Cards (as per desk applicable)

For emergency services, unauthorised txn reporting:

- Accurate hotlisting of the Debit/ Credit/ Prepaid cards, basis the card / account details provided by the customer
- Prompt hotlisting of the card as per process.
- Logging the reissuance request basis per customer instruction, as per defined process.
- Ensuring prompt blocking of UPI, NetBanking, marking no-debit on account as per customer instructions.

For pre-paid and forex cards servicing:

- Enquiries & transactions related to the products availed by the customer.
- 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 (eg – Hotlisting and Other transactions) as instructed by the customer. Process adherence in respect of submission of the relative details in HDFC Bank One.
- Accurate and complete data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints.
- Attempting to delight the customer by striking a relationship and fulfilling needs.
- Call back to customers in case of any unresolved queries etc.
- Appropriately escalating cases to the Supervisor.

📌 Walk-in || VC-Service RM-Phonebanking-Shillong
🏢 HDFC Bank
📍 Shillong