CUSTOMER Care EXECUTIVE

Hdfc Bank; Vadodara; On-site; INR 250,000 - 400,000; Full time

Job summary

Hdfc Bank is seeking a Customer Care Executive for its Retail Branch Banking unit. The role focuses on delivering superior customer service, managing lobby queues, and ensuring accurate operational tasks under guidance of senior staff.

The position involves monitoring processes, preparing reports, and adhering to bank standards while cross-selling liability products, credit cards, and Forex offerings. Graduation is required.

Qualifications

• Graduation or post-graduation in any field is required.
• IRDA for Life Insurance, POS for General Insurance, NISM V (A) certifications are preferred.

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.
• Identify and manage high transacting customers; handle cash, FX postings, and vault duties; cross-sell products.

Skills

Customer service

Communication

Attention to detail

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

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