Custom Care Executive

HDFC Bank Limited; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

HDFC Bank Limited in Mumbai seeks a Branch Operations Executive to ensure error-free processing, compliant branch activities and outstanding customer service. You will manage lobby workflows, handle cross-selling opportunities, and support timely reporting and documentation.

The role requires graduation or higher, strong communication, and knowledge of banking products and regulations. You will work with the branch team to maintain security, accuracy, and a positive customer experience while

Qualifications

• Graduation or higher is mandatory.
• IRDA (Life Insurance), POS (General Insurance), and NISM V (A) certifications preferred.
• Strong banking product knowledge and regulatory awareness.

Responsibilities

• Execute daily operational tasks with accuracy and adherence to defined banking standards.
• Maintain error-free processing and ensure timely completion of all branch activities.
• Monitor operational processes to ensure compliance with bank policies.
• Support regulatory adherence and maintain operational discipline within the branch.
• Prepare and submit mandatory reports within timelines.
• Maintain proper documentation, records, and system updates as per audit requirements.
• Manage lobby, queues, and customer interactions to deliver a superior service experience.
• Resolve customer queries within defined TATs and elevate cases where required.
• Ensure timely card loading, complaint closure communication, and feedback collection.
• Identify high-transacting customers and generate leads for branch products.
• Handle cash transactions, foreign exchange postings, gold sales, and prepaid cards.
• Serve as custodian for teller box, cheque drop box, vault, and related instruments.
• Ensure compliance across clearing, ATM processes, large value transactions, and high-value account monitoring.
• Submit AML reports, manage suspense accounts, and ensure accurate CBDT schedule submission.
• Cross-sell liability products, credit cards, gold bars, and Forex Plus cards.

Skills

Strong banking product knowledge

Effective communication

Planning & organizing

Regulatory awareness

Customer service orientation

Team collaboration

Education

Graduation / Post-Graduation (Mandatory)

Job description

Job Purpose

Deliver seamless and error-free branch operations while ensuring complete compliance with bank processes. Provide exceptional customer service, manage branch lobby operations, and support sales through effective crossselling to contribute to overall branch profitability.

Key Responsibilities

1. Operations

• Execute daily operational tasks with accuracy and adherence to defined banking standards.
• Maintain error-free processing and ensure timely completion of all branch activities.

2. Monitoring & Compliance

• Monitor operational processes to ensure compliance with bank policies.
• Support regulatory adherence and maintain operational discipline within the branch.

3. Reporting & Documentation

• Prepare and submit mandatory reports within timelines.
• Maintain proper documentation, records, and system updates as per audit requirements.

4. Maintenance & Upkeep

• Ensure proper upkeep of branch systems, registers, and operational tools.
• Maintain process records and support branch readiness for audits.

5. Customer Service

• Manage lobby, queues, and customer interactions to deliver a superior service experience.
• Resolve customer queries within defined TATs and elevate cases where required.
• Ensure timely card loading, complaint closure communication, and feedback collection.

6. Sales & Cross-Sell

• Identify high-transacting customers and generate leads for branch products.
• Handle cash transactions, foreign exchange postings, gold sales, and prepaid cards.
• Serve as custodian for teller box, cheque drop box, vault, and related instruments.
• Ensure compliance across clearing, ATM processes, large value transactions, and high-value account monitoring.
• Submit AML reports, manage suspense accounts, and ensure accurate CBDT schedule submission.
• Cross-sell liability products, credit cards, gold bars, and Forex Plus cards.

Educational Qualification

• Graduation / Post-Graduation (Mandatory)

Certifications (Preferred)

• IRDA (Life Insurance)
• POS (General Insurance)
• NISM V (A)

Key Competencies

• Strong banking product knowledge
• Effective communication
• Planning & organizing skills
• Awareness of regulatory requirements
• Customer service orientation
• Ability to work collaboratively within branch teams

Major Stakeholders

Customers, Branch Banking Team, Operations, Insurance CAM, Mutual Fund Houses, HSL Personnel