CUSTOMER Care EXECUTIVE

HDFC Bank; Udaipur District; On-site; INR 250,000 - 420,000; Full time

Job summary

HDFC Bank seeks a Customer Care Executive in the Retail Branch Banking unit. You will support day-to-day operations, manage lobby queues, and deliver superior customer service while cross-selling banking products. You will report to Teller Authorizer and Branch Head in a fast-paced branch environment.

The role involves handling cash transactions, card loading, and ensuring compliance with banking procedures. Graduation or higher education is required, with relevant certifications encouraged.

Qualifications

• Graduation or postgraduate degree completed.
• IRDA for Life Insurance, POS for General Insurance, NISM V (A) certifications.
• Experience in banking operations and customer service.

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; gather customer feedback.
• Identify high transacting customers; handle cash, FX postings, gold sales, prepaid cards; ensure compliance with clearing, ATM and large transaction processes.

Skills

Banking product knowledge

Team management

Planning and organizing

Communication

Awareness of banking regulations

Education

Graduation/Post-Graduation

Job description

Role 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, 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