VC-Service RM-Phonebanking

HDFC Bank Limited; Ahmedabad District; On-site; INR 300,000 - 450,000; Full time

Job summary

HDFC Bank Limited in Ahmedabad district is seeking a Service RM - Phonebanking to provide frontline customer support through phone banking. You will address inquiries, resolve issues, and ensure adherence to banking standards while protecting customer information.

The role emphasizes accurate problem resolution, productivity, and compliant processes. Strong communication and regulatory awareness are essential to deliver high quality service and drive customer satisfaction.

Qualifications

• Minimum graduation is required.
• Strong communication and sales skills are essential.
• Knowledge of banking regulations and processes is important.

Responsibilities

• Handle calls as per defined standards.
• Resolve calls with accuracy and log/resolve complaints.
• Log customer requests and update CRM timely.
• Hotlist and reissue cards promptly.
• Support service quality with timely MIS reporting.

Skills

Banking product knowledge

Communication

Sales skills

Influencing skills

Regulatory awareness

Education

Graduation

Job description

Job Title

Service RM - Phonebanking

Business Unit

Direct Banking Channel

Reporting To

Head SRM

Job Function and Role Type

Service / Sales, Individual Contributor

Version No

2.0

Job Purpose

Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.

Key Responsibilities

Customer Interaction & Query/Complaints Management

• Handle calls as per defined standards.
• Resolve calls with 100% accuracy.
• Log and resolve complaints accurately.
• Hotlist and reissue cards promptly.

Call Quality

• Achieve defined quality benchmarks.
• Ensure 90% First Call Resolution.
• Meet KAT and E-process scores.

Audit & Process Compliance

• Adhere to process and audit requirements.
• Log customer requests error-free.
• Update interactions in CRM timely.

Schedule Adherence & Service Productivity Standards

• Meet defined service productivity standards.
• Adhere to schedule and login times.

MIS - Reporting

• Ensure timely and accurate MIS reporting.

Education:

Minimum Graduation.

Certifications:

None specified.

Key Competencies

Banking product knowledge, communication, sales skills, influencing skills, awareness of banking regulations.

Major Stakeholders

Customers, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.