CUSTOMER Care EXECUTIVE-SERVICE

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

Job summary

Hdfc Bank is seeking a Customer Care Executive - Services for its Retail Branch Banking unit. The role focuses on delivering superior customer service, maintaining branch operations, and cross-selling financial products.

Responsibilities include managing customer queues, handling cash and transactions, resolving complaints, and ensuring compliance with bank processes under guidance from branch leadership.

Qualifications

• Graduation or Post-Graduation completed.
• Strong banking product knowledge and customer handling skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Manage lobby and queues to ensure smooth operations.
• Deliver quality customer service and elevate irate customers.
• Resolve complaints within stipulated TATs and maintain clear customer communication.
• Collect and act on customer feedback for service improvement.
• Identify and engage high transacting customers and cross-sell relevant products.
• Handle cash receipts, payments and ensure error-free transactions.

Skills

Banking product knowledge

Planning and organizing

Team management

Interpersonal skills

Communication

Education

Graduation / Post-Graduation

Job description

Job Title

Customer Care Executive - Services

Business Unit

Retail Branch Banking

Reporting To

Teller Authoriser and Branch Head

Job Function and Role Type

Operations and Customer Service, Individual Contributor

Version No

2.0

Job Purpose

To ensure error-free operations and adherence to bank processes under the guidance of the Teller Authoriser and Branch Manager. Deliver superior customer service and achieve branch profitability through effective cross-selling of products.

Key Responsibilities

Operations

• Ensure Operations responsibilities are completed.

Monitoring

• Ensure Monitoring responsibilities are completed.

Reporting

• Ensure Reporting responsibilities are completed.

Maintenance

• Ensure Maintenance responsibilities are completed.

Customer Service

• Manage lobby and queues to ensure smooth operations.
• Deliver quality customer service and elevate irate customers.
• Resolve complaints within stipulated TATs and ensure customer communication.
• Collect and act on customer feedback for service improvement.

Sales

• Identify and manage high transacting customers.
• Handle cash receipts, payments, and ensure error-free transactions.
• Process retail FX postings, gold sales, and prepaid cards.
• Act as custodian for teller box, cheque drop boxes, and vault.
• Ensure adherence to outward clearing and ATM processes.
• Monitor large transactions and report as per schedule.
• Identify and close TOD accounts and high cheque return customers.
• Direct high cash transacting customers to the Branch Manager.
• Manage archival backups and stationery reorder levels.
• Conduct periodic checks of vault registers and key exchanges.
• Prepare fortnightly reports on high-value cash transactions.
• Report suspicious transactions and maintain AML registers.
• Ensure timely FX transaction reporting to Treasury.
• File and maintain suspense, TOD, and QRS reports.
• Maintain records for returned cheques, salary uploads, and gold sales invoices.
• File EOD reports and manage bulk stock registers.
• Coordinate record binding and vendor dispatch.
• Ensure accurate updates in E-call back systems.
• Generate leads for liability products, credit cards, and third-party products.
• Cross-sell gold bars, Forex Plus cards, and Gift Plus cards.
• Promote CBDT collections and penetrate savings accounts.

Education

Graduation/Post-Graduation.

Certifications

• IRDA for Life Insurance
• POS for General Insurance
• NISM V (A)

Key Competencies

• Banking product knowledge
• planning and organizing
• team management
• interpersonal skills
• communication

Major Stakeholders

• Customers
• Branch Banking Team
• Operations
• Insurance CAM
• MF Fund Houses
• HSL Personnel

Required Skills

Refer to the Job Description