Job Purpose:

- Responsible for handling customer complaints escalated to the MD/Senior Management.

- Review of customer complaints and provide suitable resolution/response within stipulated guidelines.

- Liaise with various functional units in the Bank and ensure complete resolution within stipulated timelines.

- To ensure complete resolution is given at the first instance itself thereby not inducing repeat interactions.

- Logging of every escalation in CRM system and ensure appropriate and complete data being updated in system along with resolution proposed.

- All relevant fields to be updated in Talisma at time of case initiation/closure.

- Ensure quality resolution by adhering to quality parameters that are stipulated by

Supervisors from time to time.

Job Responsibilities:

- Managing customer complaints

- End-to-End handling of allocated complaints escalated to Chairman / MD / Group Heads / Principal Nodal Officer.

- To analyze - No/Denial/Negative- response cases in an effort to find out the feasibility to convert the same into Yes/Positive/Affirmative.

- To maintain Quality Standards of responses sent to customers.

- To contact customers whenever deemed necessary during the course of the resolution.

- Responding to customers accurately within stipulated TAT.

- Reviewing - No/Denial- responses to curb escalations to BO.

- Ensuring all complaints logged in CRM and closure of the same within TAT.

Process evaluation:

- Conducting - Root Cause Analysis (RCA) / Adequacy Analysis- for cases escalated to other channel prior to MD/ Sr. Management escalation.

- Identifying Process Improvements through Root Cause Analysis.

Liaising with internal and external stakeholders

- To work closely with Functional Heads / SPOCs to resolve cases amicably and in timely manner.

- Timely escalation to reduce pending complaints.

Staff Accountability:

- To fix staff accountability bases Root Cause Analysis done.

- To carry out improvements for different business units basis the findings of RCA / review.

Quality:

- To ensure customer's requirement is correctly understood. To check for opportunities to fulfill customer requirement by exceptional handling and resolve the query to customer's satisfaction.

- Adherence to internal processes to ensure prompt resolution of customer queries / security of customer information

- To read all mails twice before responding to the customer. Compliance to internal processes/ guidelines / security requirements on responses like account # masking process, negative stance approval process, clause usage, etc.

- Nil escalation due to inadequate resolution and Staff accountability to be taken for inadequate handling on earlier channels.

Educational Qualifications Key Skills:

- Graduation:  Banking Product & Process Knowledge.

- Communication and response drafting skills.

- Knowledge of Banking systems and MS-office.

Experience Required :

- Total work experience of 8 years in the Banking sector.

- Familiarity with HDFC Bank's operations and procedures.

- Customer Service background and complaint handling experience is necessary.

- Excellent Communication Skills (Verbal/ Written). Knowledge of Demat / Liabilities Products (CASA / Debit Cards/ Mutual Funds etc.) and Asset Products (Loans).

Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties) :

- Customers

- Branch Banking Team

- Operations

- Various Product Teams

- Third Party Products

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