Officer Customer Care (OCC)-Virtual Care

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

Key Responsibility Areas :Activities Customer Interaction & Query/Complaints Management

Job Role includes, handling of inbound calls received from customers enquiring details of the product holdings, product or process related information. (for any all products areas like Credit Cards, Bank A/Cs, Deposits, Loans, Depositories, Mutual Funds, Debit Cards, Prepaid & Forex Cards or any other Direct Banking related calls)

• Enquiries & transactions related to the products availed by the customer.
• Clarifications & queries on billing, payment confirmation, charges, EMI details, statement of account etc.
• Handling requests such as Debit Credit Card Pin, NetBanking Password, PIN IPIN statement of account, Fixed Deposit advice etc.
• Handling of financial transactions (currently Fixed Deposit opening, Demand Draft/ Managers Cheque requests, Funds transfer request as requested by customers.)
• Responding to customers with the resolution within the defined TATs.
• Process the requests as per defined process, while ensuring adherence to the customer authentication process.
• Answering customer calls within the specified call answer time.
• Adherence to the defined service delivery standards.
• Accurate data capture of the request details (eg Hotlisting and Other transactions) as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication further action.
• Accurate and complete data capture of the customer issues complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department branches for resolution and closure of the complaints.
• Accurate hotlisting of the Debit/ Credit/ Prepaid cards, basis the card account details provided by the customer
• Prompt hotlisting of the card as per process.
• Logging the reissuance request basis per customer instruction, as per defined process.
• Attempting to delight the customer by striking a relationship and fulfilling needs.
• Call back to customers in case of any unresolved queries etc.
• Appropriately escalating cases to the Supervisor

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 Scores

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

Key Skills

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

Qualification & Skills Required:

• Graduate
• Banking Product & Process Knowledge
• Communication
• Experience Required: Minimum experience in years 0-1 yr, Exposure to banking preferable