VC-Officer Service Resolution (OSR)

Hdfc Bank; Mumbai; On-site; INR 320,000 - 460,000; Full time

Job summary

Hdfc Bank is seeking a VC-Officer Service Resolution (OSR) to manage complaints within defined TATs and deliver exceptional customer experience from Mumbai. The role focuses on accurate resolution, process compliance, and data-driven improvements.

You will log and track complaints, perform MIS reporting, coordinate with back-end teams, and ensure quality benchmarks while maintaining records and adhering to audit guidelines.

Qualifications

• Graduate degree in any discipline.
• Banking product knowledge certification.
• Process knowledge and team management.

Responsibilities

• Log and verify complaints logged by inbound staff.
• Log complaints in CRM per process and standards.
• Outcall customers for missing details.
• Coordinate with resolving units for timely closure.
• Extract MIS reports to track complaints.
• Ensure adherence to audit and compliance guidelines.
• Deliver quality service and achieve call quality scores.

Skills

Interpersonal skills

Time management

Communication

Proactive approach

Planning and organizing

Education

Graduate

Job description

Job Title

VC-Officer Service Resolution (OSR)

Business Unit

Virtual Care

Reporting To

Complaint Officer

Job Function and Role Type

Service, Individual Contributor

Version No

1.0

Job Purpose

Ensure zero-defect complaints management and accurate resolution within defined TATs. Deliver best-in-class customer experience and process compliance.

Key Responsibilities

Logging & Resolution of Complaints

Download and verify complaints logged by inbound staff.

Log complaints in CRM as per process.

Outcall customers for incomplete details.

Follow up with resolving units for timely resolution.

Reporting of Local Data / MIS

Extract and utilize MIS reports to track complaints.

Highlight open complaints for timely closure.

Maintain and store MIS records as required.

Maintenance of Records

File and store reports in defined formats.

Audit & Compliance Guidelines

Ensure adherence to audit compliance guidelines.

Conduct periodic checks to ensure nil exceptions.

Call Quality

Deliver service quality to meet benchmarks.

Achieve defined Call Quality, KAT, and E-process scores.

Administrative, Compliance & Personal Efficiency

Follow system and process guidelines.

Ensure self-discipline and adherence to policies.

Plan leaves and maintain team backups.

Education:

Graduate.

Certifications:

Banking Product Knowledge, Process Knowledge, Team Management.

Key Competencies

Interpersonal skills, time management, communication, proactive approach, planning and organizing.

Major Stakeholders

Internal teams and back-end operations units.