Job Title Officer Customer Care Business Unit Virtual Care Reporting To Team Manager Job Function and Role Type Service, Individual Contributor Version No 1.0 Job Purpose Ensure delivery of consistent, competent service to enhance customer experience. Meet productivity, quality, and compliance standards while resolving customer requests within defined TATs. Key Responsibilities Customer Interaction & Query/Complaints Management Handle inbound calls for product and process queries. Resolve billing, payment, and account statement issues. Process financial transactions like deposits and fund transfers. Log complaints and follow up for resolution. Call Quality Achieve defined call quality and resolution benchmarks. Ensure First Call Resolution for 90% of non-complaint calls. Meet KAT and E-process score targets. Audit & Process Compliance Adhere to audit and process requirements. Log customer requests accurately and error-free. Update interactions in CRM systems as per guidelines. Schedule Adherence & Service Productivity Standards Meet defined service productivity standards. Adhere to schedules and maintain login times. Other Operational Activities Maintain accurate records and attendance. Stay updated on product and process knowledge. Comply with audit and shift adherence requirements. Education: Graduate. Certifications: None specified. Key Competencies Team spirit, interpersonal skills, communication, proactive approach, banking product knowledge. Major Stakeholders Customers, internal departments for complaint resolution.