Virtual Care - Customer Care Officer (Graduate Freshers Can apply)

Job name

Job Location-

Job Purpose

• 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 :

1. 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.

2. Call Quality:

• First Call Resolution 90%( for non-Complaints related calls)
• Achieve defined Call Quality scores.
• Achieve defined KAT Scores
• Achieve defined E-process Scores

3. 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.

4. 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