COMPLAINTS OFFICER-PHONE BKG

Hdfc Bank; Mumbai; On-site; INR 420,000 - 660,000; Full time

Job summary

HDFC Bank is hiring a Complaints Officer - Phone Banking in the Direct Banking Channel. Reporting to the State Head / Complaints Manager, the role focuses on zero-defect complaints management, resolving customer inquiries within defined TATs, and delivering a best-in-class call experience.

Responsibilities include logging and resolving complaints, handling escalations, driving team productivity, ensuring audit and CAD-compliance, and accurate MIS reporting.

Qualifications

• Graduate in any discipline.
• Experience in customer service or complaints handling preferred.
• Ability to work in a center environment and meet TAT.

Responsibilities

• Log and resolve complaints within defined TATs.
• Investigate escalated complaints and provide accurate responses.
• Maintain high contactability and handle 50+ customer contacts daily.
• Build and manage a service-oriented team culture.
• Ensure error-free complaint logging and nil repeat complaints.
• Ensure CAD usage and audit guideline compliance.
• Provide accurate MIS and management reporting.
• Train and allocate tasks to complaint processors.
• Maintain administrative discipline and decorum at the center.
• Coordinate with stakeholders across branches and product teams.

Skills

Team management

Communication

Planning

Sales skills

Process knowledge

Education

Graduate in any discipline

Job description

Job Title

Complaints Officer - Phone Banking

Business Unit

Direct Banking Channel

Reporting To

State Head / Complaints Manager

Job Function and Role Type

Service, Individual Contributor

Version No

2.0

Job Purpose

Ensure zero-defect complaints management for the unit by accurately resolving complaints within defined TATs. Drive process compliance, customer satisfaction, and best-in-class call experience.

Key Responsibilities

Logging & Resolution of Complaints

• Execute seamless complaints process at the center.
• Log complaints promptly and follow up for resolution.
• Track and ensure complaint closures within TAT.

Handling Escalated Complaints

• Investigate escalated complaints and provide accurate responses.
• Resolve escalated complaints from senior management desks.
• Provide root cause analysis and customer interaction history.

Team Productivity & Service Standards

• Drive team productivity for NFCR queries.
• Ensure >90% contactability and 50+ customer contacts daily.
• Resolve all NFCR queries satisfactorily.

Team Management

• Build a service-oriented team culture.
• Minimize attrition and absenteeism.
• Distribute workloads evenly across the team.

Customer Call Experience

• Maintain high product/process knowledge.
• Handle objections and irate customers sensitively.
• Ensure error-free complaint logging and nil repeat complaints.

Operations, Audit & Compliance

• Execute customer instructions error-free and on time.
• Comply with audit guidelines and ensure nil exceptions.
• Adhere to CAD usage and process maintenance standards.

Reporting & MIS

• Report team statistics accurately within TAT.
• Provide complaints data for senior management presentations.
• Ensure nil errors or delays in reporting.

Training & Task Allocation

• Train and allocate tasks to complaint processors.
• Ensure processors achieve >90% quiz scores.
• Minimize errors and unscheduled absences.

Administration

• Support adherence to administrative guidelines.
• Maintain discipline and decorum at the center.

Education:

Graduate in any discipline.

Certifications:

None specified.

Key Competencies

Team management, communication, planning, sales skills, process knowledge.

Major Stakeholders

Customers, Branch Banking Team, QIG/CRM, Operations, Admin, Product Teams, Central PBK Team.

Required Skills