VC-Service RM-Phonebanking

HDFC Bank Limited; Pune District; On-site; INR 350,000 - 500,000; Full time

Job summary

HDFC Bank Limited in Pune seeks a Service RM - Phonebanking to deliver high-quality customer service and sales support in the Direct Banking Channel. You will handle calls, resolve customer queries, and ensure compliance with banking standards.

The role emphasizes accuracy, timely logging in CRM, and adherence to schedules, with opportunities to develop product knowledge and customer relationship skills.

Qualifications

• Minimum graduation required.

Responsibilities

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

Skills

Banking product knowledge

Communication

Sales skills

Influencing skills

Awareness of banking regulations

Education

Graduation (minimum)

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.