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Job Opening details:-
Company Name :- HDFC Bank
Position Name :- Virtual Service RM-Inbound
Company Location :- Mumbai, Maharashtra
Job Category :- Jobs in Pune
Full Job Description :-
A) Best in Class Customer call Experience High quality of Product/process knowledge to handle inbound customer calls Sensitive objection handling ,especially with irate customers Judicious use of designated CAD Clarity of representation/escalating to seniors/inter dept when required to expedite /undertake deviations for customer resolution.
In case of customer issues, highlight and ensure adequate service recovery measures are initiated Control of customer complaints to next levels of the escalation matrix.
B) Customer Services Call handling as per defined standards.
Ensure that Inbound RM offers highest quality of service to the customer and meets expected Service Quality standard Recording complaints as per the specified process Resolving all complaints received within the stipulated TAT o Monitor all complaints received and ensure that they are closed within TAT o Improve customer communication on closures o Check with customers if the process of complaint has been managed well o Ensure no escalations happen o Preventive complaint management o Asking for feedback from customers, who are not complaining o Discussing with seniors the feedback from customers on a regular basis Promoting all direct banking channels and ensuring that the customer is utilizing the same C) Sales Cross-sell of products basis available eligibility, profiling and engagement.
Increase Penetration of products at customer level.
Sales across all product segments-TPP, Assets, Cards etc.
Use of eligibility and bundling of products on every inbound call.
To be trained on product knowledge and requisite certifications.
Income / Outcome to be generated at a customer level.
D) Interaction Quality Achieve Quality benchmarks defined from time to time.
Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.
E) Call Quality To achieve Quality benchmarks defined from time to time.
Exceptional / Very Good rating in Service Quality audit/checks.
First Call Resolution 90%( for non-complaint calls) F) Audit and Service Quality Ensure all laid down system and process are followed as stipulated by Audit and Senior Management Ensure accurate and timely submission of financial transactions.
Adherence to set processes of updating customer interactions in CRM next.
G) MIS Reporting: To ensure accurate and timely reporting of MIS as circulated.
Banks Product Knowledge
Planning and Organizing Skills
Team Management / Interpersonal Skills
Sales and Influencing Skills
Knowledge of Competition
Awareness of Banking regulations
Credit knowledge when required
Good at net-working
Ability to develop contacts in the local area
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