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HDFC Bank Job Description
It involves meeting & interacting with retail customers, assess their credit worthiness, identifying their specific needs and suggesting optimal solutions. It also involves loan processing, creating and retaining quality portfolio through counselling, risk management, process improvement, commitment to external and internal customers through effective communication thereby adding value to customers and HDFC. Enhancing business from existing corporates, establishing new arrangements with corporates / developers for generating business for HDFC Ltd.
Desired Candidate Profile
The candidate should have the ability to explain and market the various products offered with considerable patience and empathy and ensure that his knowledge/skill promotes the growth of business. The above position requires high energy levels, integrity, customer orientation, excellent communication skills (oral and written), convincing skills, process orientation, time management, team working skills and a strong determination to achieve results
Roles & 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
Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.
- To ensure that the defined productivity targets on service levels, call handling time , quality parameters are met consistently
- To ensure zero defects processing of all customer requests, including prompt and accurate Hotlisting of lost cards reported.
- To ensure complete and accurate resolution within the defined TATs.
- To ensure process compliance as per the set Audit and SQ guidelines.
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