New Job: Apply for Phone Banking Officer (Mohali) Post in HDFC Bank

Group Company:

  • HDFC Bank Limited


  • Virtual Care-Phone Banking Officer

Office Location:

  • Mohali, Mohali (Branch)

Position description:

  • 1st level escalation call handling and 100% accurate resolution on Calls received at the PhoneBanking during the assigned shifts.
  • Call handling staff’s query/doubt handling on floor
  • Coaching and Feedback sessions for the team handled.
  • Nil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned.
  • Nil complaints post handling of the escalations. Nil deviations on TAT/No Action
  • Error-free & on time logging of complaints/requests/data by team of call handling staff handled.
  • Error-free and timely execution of customer instructions

Team Management:

  • Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example.
  • Consistent performance of the team assigned on servicing of customers
  • RCAs of escalations & relevant feedback to be given to all stakeholder (Call handling staff / TMs/ QMs/ Trg Mgrs)
  • Analyse on how to reduce escalations / repeat customers
  • Play the role of back up to Team Manager across shifts, Holidays, leaves.
  • Ensure that speed of execution and timely updates and completion of all projects that get assigned

Call Quality:

  • Deliver service quality in order to achieve Quality benchmarks defined from time to time.
  • First Call Resolution – 90%( for non-Complaints related calls)
  • Achieve defined Call Quality scores.
  • Achieve defined KAT Scores
  • Achieve defined E-process Score

Audit & Process Compliance:

  • Ensure adherence to process and Audit requirements.
  • Ensure accurate and timely submission of financial transactions & requests.
  • Ensure Error-free logging/recording of customer requests
  • Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in appropriate systems.

Schedule Adherence & Service Productivity standards

  • Consistently meet the service productivity standards – Staff needs to meet the service productivity standards as defined from time to time
  • Ensure adherence to schedule and login times as applicable – Staff needs to maintain service adherence

Other Operational Activities

  • Maintenance of records / record keeping.
  • Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.
  • Shift Adherence
  • Nil Unscheduled offs
  • Appropriate attendance record updation
  • Nil Exception of ID maintenance
  • Adherence to Audit and compliance process as defined.

Primary Responsibilities:

  • Ensuring appropriate handling of 1st level escalations and Queries are handled across the teams assigned
  • Team building & motivating assigned call handling staff towards sustained achievement of performance standards and Unit goals and ensuring minimal attrition
  • Ensuring assigned team’s compliance to laid down processes and guidelines.
  • So that, excellent customer service, optimum productivity and efficiency of the team members are achieved.

Educational qualifications preferred

  • Category: Bachelor’s Degree

Required work experience

  • Industry: Exposure to banking preferable
  • Years of experience: 1 to 2

Required Skills:

  • Good Team spirit
  • Inter personal skill
  • Good communication skill
  • Proactive & focused approach
  • Banking Product & Process Knowledge

Required abilities

  • Other:
    • Banking Product & Process Knowledge
    • Communication

HDFC Bank Job Phone Banking Officer Post Notification PDF & Apply Online Form Link

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