VC-Service RM-Phonebanking

HDFC Bank Limited; Maharashtra; On-site; INR 250,000 - 450,000; Full time

Job summary

HDFC Bank Limited in Maharashtra, India, is hiring for a Service RM - Phonebanking in the Direct Banking Channel. You will handle customer calls, resolve inquiries, and ensure service standards to enhance customer experience.

The role focuses on productivity, quality, and compliance with targets for accurate resolutions, 90% First Call Resolution, and timely CRM updates. You will collaborate with RMs, training and quality teams to maintain service excellence.

Qualifications

• Minimum Graduation or higher.
• Banking product knowledge preferred.
• Strong communication and sales skills required.

Responsibilities

• Handle calls per defined standards and log interactions.
• Resolve calls with high accuracy and aim for 90% First Call Resolution.
• Log and resolve complaints; update CRM in real time.
• Maintain schedule adherence and service productivity.
• Ensure timely MIS reporting.

Skills

Banking product knowledge

Communication

Sales skills

Influencing skills

Regulatory awareness

Education

Graduation

Tools

CRM software

Job description

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.

Role 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.