VC-Service RM-Phonebanking

HDFC Bank Limited; Bengaluru; On-site; INR 420,000 - 720,000; Full time

Job summary

HDFC Bank Limited in Bengaluru is seeking a Service RM for Phonebanking within Direct Banking Channel. You will handle customer calls, address queries and complaints, and ensure service standards.

Key focus areas include achieving 90% first call resolution, maintaining quality benchmarks, logging interactions in CRM, and timely MIS reporting, under Head SRM.

Qualifications

• Handle calls as per defined standards.
• Resolve calls with 100% accuracy.
• Log and resolve complaints accurately.
• Achieve 90% First Call Resolution.
• Meet compliance and process guidelines.

Responsibilities

• Handle calls as per defined standards.
• Resolve calls with 100% accuracy.
• Log and resolve complaints accurately.
• Hotlist and reissue cards promptly.
• Achieve defined quality benchmarks.
• Ensure 90% First Call Resolution.
• Meet KAT and E-process scores.
• Adhere to process and audit requirements.
• Log customer requests error-free.
• Update interactions in CRM timely.
• Meet defined service productivity standards.
• Adhere to schedule and login times.
• Ensure timely and accurate MIS reporting.

Skills

Banking product knowledge

Communication

Sales skills

Influencing skills

Awareness of banking regulations

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.

Required Skills

Refer to the Job Description