CUSTOMER CARE EXECUTIVE

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

Job summary

HDFC Bank in India is seeking a Customer Care Executive in Retail Branch Banking to ensure error-free operations and superb customer service. You will work under guidance of Teller Authorizer and Branch Head, handling lobby queues, processing cash, cards, FX, and cross-selling financial products.

The role emphasizes compliance with bank standards, timely reporting, and maintaining records while delivering quality service to customers and supporting branch profitability.

Qualifications

• Graduation or post-graduation completed.
• Strong customer service skills with banking operations exposure.
• Knowledge of insurance and financial product offerings is advantageous.

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, escalate 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.

Skills

Banking product knowledge

Team management

Planning and organizing

Communication

Awareness of banking regulations

Education

Graduation or Post-Graduation

IRDA for Life Insurance

POS for General Insurance

NISM V (A)

Job description

Job Function and Role Type

Operations and Customer Service, Individual Contributor

Job Title

Customer Care Executive

Business Unit

Retail Branch Banking

Reporting To

Teller Authorizer and Branch Head

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, escalate 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.