VC-Service RM-Phonebanking

HDFC Bank Limited; Sahibzada Ajit Singh Nagar; On-site; INR 300,000 - 420,000; Full time

Job summary

HDFC Bank Limited is seeking a Service RM - Phonebanking to provide frontline customer support via calls, resolve queries, and promote banking products within defined standards.

The role focuses on achieving productivity, quality, and compliance targets, logging requests accurately in CRM, and ensuring first-call resolution where possible.

Strong communication, product knowledge, and adherence to banking regulations are essential to deliver consistent service and drive customer satisfaction.

Qualifications

• Minimum Graduation is required.
• Experience in customer service or call center preferred.
• Knowledge of banking products and cross-sell capabilities.

Responsibilities

• Handle calls per defined standards.
• Resolve calls with accuracy.
• Log and resolve customer requests in CRM.
• Maintain schedule and login adherence.

Skills

Banking product knowledge

Communication

Sales skills

Influencing skills

Banking regulations awareness

Education

Graduation

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.