VC-Service RM-Phonebanking

HDFC Bank Limited; Dadri; On-site; INR 250,000 - 420,000; Full time

Job summary

HDFC Bank Limited in India is seeking a Service RM for Phonebanking to handle customer calls and resolve queries with accuracy. The role emphasizes delivering consistent service, maintaining productivity, and compliance with banking standards while promoting appropriate banking products.

Key responsibilities include call handling, complaint resolution, CRM updates, and ensuring quality benchmarks such as First Call Resolution and timely MIS reporting. Graduation is required.

Qualifications

• Minimum Graduation.
• Experience in phone banking or customer service preferred.
• Strong communication and sales skills.

Responsibilities

• Handle calls as per defined standards and resolve with accuracy.
• Log and resolve customer complaints accurately and promptly.
• Achieve defined quality benchmarks including 90% First Call Resolution.
• Log customer interactions in CRM timely and accurately.
• Meet service productivity standards and adhere to schedule times.
• Ensure timely 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.