Role Description

Job Title

VC-Service RM – EMT&SMO;

Job Details

Job Name: VC- Service RM-EMT&SMO; – Virtual Care

Unit: Virtual Care

Team: Virtual Care EMT

Reports to: VC-Team Manager-EMT&SMO;

Location: Pan-India (Chennai/Mumbai/Coimbatore)

Job Function: Service

Role Type: Individual Contributor

Travel Required: No

Job Band Range: E1 to E4

Job Purpose

Resolve customer emails first contact

Identify, follow up on non-first contact cases

Adhere to all process guidelines

Provide accurate, complete resolutions

Review, raise charge waiver requests

Refer to specific sections for Social Care, Chat Banking

Job Responsibilities

Provide accurate email resolutions

Respond to all customer queries

Ensure audit, quality compliance

Maintain system adherence, accuracy

Ensure timely email resolution

Handle social media queries,



complaints

Follow up with backend teams

Vet resolutions for correctness

Conduct root cause analysis

Liaise with vendors, marketing

Respond to chat queries

Maintain system, product knowledge

Educational Qualifications

Graduation

Key Skills

Bank product knowledge

Communication, written skills

Sales, influencing skills

Interpersonal skills

Positive attitude

Experience Required

Prior banking, customer service

Proficiency in email, chat (preferred)

Major Stakeholders

Unit Heads, Team Managers

CPU, AFU, RA Ops

Direct Banking, operations

Branches, Sales Team

Service Delivery, Product team

📌 VC-Service RM-EMT and SMO (Navi Mumbai)
🏢 HDFC Bank
📍 Navi Mumbai