CUSTOMER CARE EXECUTIVE

HDFC Bank; Udaipur District; On-site; INR 250,000 - 450,000; Full time

Job summary

HDFC Bank Limited is seeking a Customer Care Executive for our Retail Branch Banking unit in India. You will ensure smooth lobby operations, assist customers, and resolve queries with a focus on accuracy and service quality.

You will handle cash-related tasks, support cross-selling of liability products and cards, and collaborate with branch staff under guidance of the Branch Head. Graduation or higher education is expected, with relevant certifications optional.

Qualifications

• Graduation or post-graduation completed.
• Experience in banking customer service is beneficial.

Responsibilities

• Execute operational tasks accurately and efficiently.
• Monitor processes to ensure compliance with bank standards.
• Prepare required reports and maintain records.
• Manage lobby, queues and deliver quality customer service.
• Cross-sell liability products, credit cards, and Forex services.

Skills

Customer Service

Communication

Cash Handling

AML awareness

Education

Graduate or higher

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.