CUSTOMER Care EXECUTIVE

Hdfc Bank; Surat; On-site; INR 350,000 - 500,000; Full time

Job summary

Hdfc Bank Surat seeks a Customer Care Executive to manage lobby operations and deliver courteous customer service at the Retail Branch. You will assist customers with routine banking tasks, process transactions, and support sales activities in a fast-paced branch environment.

The role requires adherence to bank processes, strong communication, and the ability to resolve customer concerns promptly while contributing to branch profitability. Graduation or higher is preferred.

Qualifications

• Graduation or higher is required or preferred.
• IRDA for Life Insurance, POS for General Insurance, NISM V (A) certifications are advantageous.

Responsibilities

• Manage lobby and queues to provide quality service. Resolve complaints within specified TATs and communicate closures.
• Identify high transacting customers and assist with cash, FX postings, and card-related services.
• Ensure compliance with bank standards; monitor processes and maintain accurate records.
• Prepare and submit required reports promptly and accurately.
• Handle teller duties, vault duties, cheque drop boxes and related maintenance tasks.
• Generate leads and cross-sell liability products, credit cards and forex services.

Skills

Customer service

Cross-selling

Communication

Banking product knowledge

Attention to process

Team coordination

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, escape 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

Refer to the Job Description