About the role
Job Title:
Officer Customer Care (Service Only)
Job Details:
Business Unit (PA): Virtual Care
Team: PhoneBanking Care
Reports to (job): Team Manager
Location of role: Pan India
Job Fn: Service
Role Type: Individual Contributor
No of direct reportees: Nil
Travel Required: No
Job Band Range: SO
JD Created date: 31-Jan-23
JD Updated date: 14-May-24
Version No: 1.1
Job Purpose:
Ensure competent, consistent service delivery
Enhance customer experience
Meet productivity targets: service levels, call handling time, quality
Process requests with zero defects
Resolve issues accurately within TATs
Comply with audit and SQ guidelines
Job Responsibilities:
Handle inbound customer calls
Manage product inquiries and transactions
Clarify billing, payments, charges, EMI, statements
Process requests: PIN, NetBanking password, statements, FD advice
Handle financial transactions: FD opening, DD/MC, funds transfer
Respond to customers within TATs
Process requests per defined process, authenticate customers
Answer calls within specified time
Adhere to service delivery standards
Capture request details accurately
Log customer issues/complaints; follow up
Hotlist cards accurately and promptly
Log reissuance requests
Delight customers; fulfill needs
Call back for unresolved queries
Escalate cases to Supervisor
Achieve quality benchmarks, FCR, KAT, E-process scores
Adhere to process and audit requirements
Submit financial transactions accurately, timely
Log/record customer requests error-free
Update customer interactions in CRMNext
Meet service productivity standards
Adhere to schedule and login times
Maintain records; keep product/process knowledge updated
Adhere to shift, attendance, ID maintenance
Educational Qualifications:
Graduate
Key Skills:
Good team spirit
Interpersonal skills
Communication skills
Proactive, focused approach
Banking product, process knowledge
Experience Required:
Minimum 0-1 year
Banking exposure preferable
Major Stakeholders:
Customers
Team Manager/Unit Head/State Head
Training Manager
Call Quality Officer
Other call handling staff