CUSTOMER EXPERIENCE EXECUTIVE

HDFC Bank Limited; Tirupati; On-site; INR 420,000 - 600,000; Full time

Job summary

HDFC Bank Limited is seeking a Customer Experience Executive for the Retail Branch Banking unit in Tirupati to provide best-in-class service, resolve customer queries within prescribed TATs, and migrate requests to direct banking channels.

The role covers handling branch operations, customer services, and sales deliverables, including promoting digital channels, managing queues, and driving balance growth with cross-sell initiatives.

Qualifications

• Graduation or higher is required.
• Certifications: NISM-VA, IRDA, POSP.
• Strong knowledge of banking products and sales processes.

Responsibilities

• Ensure Operations responsibilities are completed.
• Handle branch queries like balance inquiries and cheque deposits.
• Migrate customers to digital banking channels and provide demonstrations.
• Resolve customer complaints efficiently and prevent escalations.
• Promote direct banking channels and manage queues.
• Contact customers for credit card activation and upgrades.
• Achieve sales targets assigned by the branch manager.
• Generate and route eligible asset leads through DAP.
• Call customers to improve balances and cross-sell products.
• Book FD/RD online and provide product demonstrations.
• Focus on improving customer banding and escape non-cooperative cases.

Skills

Banking product knowledge

Sales and influencing

Communication

Planning and organising

Knowledge of competition

Education

Graduation/Post-Graduation

NISM-VA

IRDA

POSP

Job description

Job Title

Customer Experience Executive

Business Unit

Retail Branch Banking

Reporting To

PB Authorizer/PB-Teller Authorizer

Job Function and Role Type

Servicing, Individual Contributor

Version No

2.0

Job Purpose

Provide best-in-class banking services and prompt resolution of customer queries within prescribed TATs. Migrate customer requests to direct banking channels and assist the branch in meeting sales targets.

Key Responsibilities

Operations

• Ensure Operations responsibilities are completed.

Customer Services

• Handle branch queries like balance inquiries and cheque deposits.
• Migrate customers to digital banking channels and provide demonstrations.
• Resolve customer complaints efficiently and prevent escalations.
• Promote direct banking channels and ensure queue management.
• Contact customers for credit card activation and upgrades.

Sales

• Custodian of branch deliverables like Welcome Kits and ATM cards.
• Contact customers for deliverable collection and maintain delivery records.
• Perform EOD stock tally and ensure proper destruction of expired deliverables.
• Process customer instructions like stop payments and account closures.
• Maintain courier registers and monitor branch stationery requirements.
• Achieve sales targets assigned by the branch manager.
• Generate and route eligible asset leads through DAP.
• Call customers to improve balances and cross-sell products.
• Book FD/RD online and provide product demonstrations.
• Focus on improving customer banding and escape non-cooperative cases.

Education:

Graduation/Post-Graduation.

Certifications:

NISM-VA, IRDA, POSP.

Key Competencies

Banking product knowledge, sales and influencing skills, communication, planning and organising, knowledge of competition.

Major Stakeholders

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

Required Skills

Refer to the Job Description