Virtual- COP-RM

Hdfc Bank; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

HDFC Bank Limited is seeking a customer-focused role to manage a portfolio of customers in Kolkata. You will engage customers per policy, handle calls, resolve queries, and promote digital banking for a superior service experience.

The role emphasizes profiling customers to tailor cross‑servicing and deepen relationships while ensuring accurate CRM logging and timely complaint resolution. The ideal candidate will have a Bachelor's degree and strong communication skills, with experience in

Qualifications

• Bachelor's degree or equivalent.
• Excellent communication and interpersonal skills.
• Prior experience in customer service is advantageous.

Responsibilities

• Engage regularly with portfolio customers per the contact policy and log interactions accurately.
• Handle calls per defined standards and resolve customer queries effectively.
• Promote Digital Banking services to enhance customer experience.
• Profiling of customers to tailor cross‑servicing of bank products.
• Cross-sell products such as Demat, Bill Pay, Advisory, etc.
• Ensure accurate logging and timely resolution of complaints and inquiries.

Skills

Basic Banking

Very Good Communication

Education

Any Bachelor's Degree

Job description

Role & responsibilities

• Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details.
• Call handling as per defined standards.
• Accurate resolution for customer queries.
• Promoting Digital Banking services for a superior customer service experience.
• Profiling of customers in order to aid right cross-servicing of Bank products
• Accurate logging and resolution of complaints.
• Attrition control of customers.
• Regular interactions with the customers and pro-actively assessing customer needs.
• Deepening relationship by cross selling 'sticky products' like Demat, Bill Pay, Advisory etc.
• Ensure portfolio quality of relationship while racing considering eligibility.
• Monitor large amount movements and account closure from the deposit accounts.
• Ensure retention of customers

Achievement of portfolio parameters

• Meet the defined objectives of the Portfolio managed by the respective VRM

Sales

• Right cross-sell of products basis profiling and engagement.
• Penetration of products across groups.
• Sales across all product segments-TPP, Assets, Cards etc.
• Acquiring & grouping of all related IDs of the Primary ID.
• Use of triggers to track maturity of FDs, movement of CASA balances etc.and prevent outflow.
• Ensure Staff are trained on product knowledge and requisite certifications.
• Income to be generated at a customer level.

Interaction Quality

• Achieve Quality benchmarks defined from time to time.
• Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.

Audit and Service Quality

• Ensure all laid down system and process are followed as stipulated by Audit and Senior Management
• Ensure accurate and timely submission of financial transactions & requests.
• Adherence to set processes of updating customer interactions in CRM next.

MIS Reporting

• Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management

Primary Responsibilities:

• To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience
• Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer
• To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums
• for their banking transactions/ needs, while keeping a "window' to talk to the bank whenever customer needs.
• Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed.
• So that the RM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services
• thereby ensuring that the RM also achieves the key performance parameters set

Educational qualifications preferred

• Category: Any Bachelor's Degree

Required Skills:

• Basic Banking
• Very Good Communication

Required abilities

• Other:Major Stake holders (intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)
• Customers
• Prime Head
• Regional Head
• Unit Head
• Team Managers