CUSTOMER Care EXECUTIVE

HDFC Bank Limited; YSR Kadapa; On-site; INR 250,000 - 360,000; Full time

Job summary

HDFC Bank Limited is seeking a Customer Care Executive for Retail Branch Banking to ensure error-free operations and deliver superior service while adhering to bank processes.

The role emphasizes lobby management, customer queries, cash handling, cross-selling of liability products and cards, and meticulous record-keeping to support branch profitability. Reporting to the Teller Authorizer and Branch Head, you will contribute to a smooth customer experience.

Qualifications

• Graduation or post-graduation completed.
• Certifications: IRDA Life Insurance, POS for General Insurance, and NISM V (A).

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 escalate when needed.
• Identify and manage high transacting customers; handle cash transactions, FX postings, gold sales and prepaid cards; cross-sell liability products and cards.

Skills

Banking product knowledge

Team management

Planning and organizing

Communication

Awareness of banking regulations

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, escalation 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