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