CUSTOMER CARE EXECUTIVE

HDFC Bank; Rampur; On-site; INR 300,000 - 420,000; Full time

Job summary

HDFC Bank Limited is seeking a Customer Care Executive for its Retail Branch Banking unit. The candidate will ensure error-free operations, deliver superior customer service, and cross-sell products to achieve branch profitability.

The role reports to the Teller Authorizer and Branch Head and involves managing lobby service, cash transactions, and adherence to banking processes within branch guidelines.

Qualifications

• Graduation or Post-Graduation is required.
• Strong knowledge of banking products and services is expected.
• Good communication and organizational skills are essential.
• Awareness of banking regulations and compliance requirements is a plus.

Responsibilities

• Handle operations with accuracy and efficiency.
• Monitor processes to ensure adherence to bank standards.
• Prepare and submit required reports promptly.
• Maintain records and systems to ensure proper upkeep.
• Manage lobby and queues, resolve complaints within TATs, and gather customer feedback.
• Identify high transacting customers and cross-sell liability products, credit cards, gold, and Forex cards.

Skills

Banking product knowledge

Team management

Planning and organizing

Communication

Awareness of banking regulations

Education

Graduation/Post-Graduation

Job description

Role Description

Customer Care Executive

Business Unit

Retail Branch Banking

Reporting To

Teller Authorizer and Branch Head

Job Function and Role Type

Operations and Customer Service, Individual Contributor

Version No

2.0

Job Purpose

Ensure error-free operations and adherence to bank processes under the guidance of the Teller Authorizer and Branch Manager. Deliver superior customer service and cross-sell products to achieve branch profitability.

Key Responsibilities

• Operations Complete operational tasks efficiently and accurately.
• Monitoring Monitor processes and ensure compliance with bank standards.
• Reporting Prepare and submit required reports promptly.
• Maintenance Maintain records and ensure proper upkeep of systems and processes.
• Customer Service Manage lobby and queues for quality service. Resolve complaints within TATs, elevate as needed, and gather customer feedback. Ensure timely card loading and effective communication on complaint closures.
• Sales Identify and manage high transacting customers. Handle cash transactions, FX postings, gold sales, and prepaid cards. Act as custodian for teller box, cheque drop boxes, and vault. Ensure compliance with clearing, ATM, and large transaction processes. Monitor high-value accounts and transactions, file AML reports, and maintain suspense accounts. Submit CBDT schedules and ensure accurate record-keeping. Generate leads and cross-sell liability products, credit cards, gold bars, and Forex Plus cards.

Education

Graduation/Post-Graduation.

Certifications

IRDA for Life Insurance, POS for General Insurance, NISM V (A).

Key Competencies

Banking product knowledge, team management, planning and organizing, communication, awareness of banking regulations.

Major Stakeholders

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