CUSTOMER Care EXECUTIVE

HDFC Bank Limited; Surajpur; On-site; INR 300,000 - 480,000; Full time

Job summary

HDFC Bank Limited as a Customer Care Executive in Retail Branch Banking focuses on delivering superior customer service, efficient operations, and adherence to bank processes under supervision. You will handle lobby management, resolve complaints, and ensure timely card loading while maintaining records and compliance across multiple tasks.

The role involves cross-selling liability products, credit cards, gold bars and Forex Plus cards, while ensuring accurate reporting and adherence to AML

Qualifications

• Graduation or Post-Graduation required.
• IRDA for Life Insurance, POS for General Insurance, NISM V (A) certifications preferred.
• Banking product and process knowledge is desirable.

Responsibilities

• Complete operational tasks efficiently and accurately.
• Monitor processes and ensure compliance with bank standards.
• Prepare and submit required reports promptly.
• Maintain records and ensure proper upkeep of systems and processes.
• Manage lobby and queues for quality service; resolve complaints within TATs and gather customer feedback; ensure timely card loading and effective communication on complaint closures.
• Identify and manage high transacting customers; handle cash transactions, FX postings, gold sales, and prepaid cards; custodianship of teller box, cheque drop boxes and vault; ensure compliance with clearing, ATM and large transaction processes; monitor high-value accounts; file AML reports; maintain suspense accounts; CBDT schedules; generate leads and cross-sell liability products, credit cards, gold bars, and Forex Plus cards.

Skills

Customer service

Banking operations

Cash handling

Communication

AML monitoring

Education

Graduation/Post-Graduation

Job description

Job Title

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.

Required Skills

Test