COMPLAINTS OFFICER-PHONE BKG job vacancy in HDFC Bank – Jobs in Kolkata, West Bengal

Looking for a New Job? Our Portal is one stop place for searching new job openings.
We got a new job details in HDFC Bank & they are Hiring Candidates for COMPLAINTS OFFICER-PHONE BKG

Job Details
Company Name :
Company Location :
Kolkata, West Bengal
Job Position :
Job Category :
Jobs in Kolkata, West Bengal

Job Description :
Job Description

Logging & resolution of complaints received at the Center( CASA/RA/Cards): Carry out seamless execution of the complaints process at the Center.

Ensure prompt logging of CASA/RA related complaints on the date of receipt of the complaint by self & by Complaint Processors/ Agents.

Follow up for complete and adequate resolution of complaints, basis Initial Resolver, as per defined standards within the defined TAT.

Co-ordinate and manage the activity of call out for complaint resolution/ SMS sent, in order to meet defined TAT.

Track status of complaints on a daily basis in order to ensure resolution and closures within defined TAT.

Highlight concerns and seek support from Manager-Complaints/ Central team to accelerate resolution.

o Accuracy of Logging in complaint o Closures within TAT as per appropriate deadlines on types of complaints Next Step/GRC/NO/PNO/GC o Adequacy of closures at minimum 98%.

Handling complaints pertaining to the Center received at MD/PNO Desk: (applicable for Centres without Complaints Manager) Investigate details of escalated complaints received from MD / Sr.

Mgmt / PNO Desk received from the PhoneBanking Central team.

Provide accurate and complete response back to the Central team within target time.

Resolution of Escalated complaints on Cards from Priority Desk / Grievance Cell/Nodal Officers/Senior Management Desks Provide Customer Interaction History & Root Cause Analysis (RCA) for the Cards related complaints mentioned above.

o Complaint Closures within TATs as appropriate.

o -MD/Senior Mgmnt & PNO 3hrs o -Social Media 2hrs o -Grievance cell 6 hrs o -CRM Next 2 days o Nodal Officer/PNO/BO office-3 hrs o Nil Delays in providing RCA and CIH(Customer Interaction History ) for the escalations handling to the relevant desks QIG , Internal Management Team Productivity & Service Standards: Drive team productivity measures for out-calling of NFCR queries of customers received at the centre.

o Contactability > 90 % o Min-50 customer contacts per day by every telecaller in the team.

o Nil No Action o Satisfactory resolution of all NFCR queries.

Team Management: Team building and motivation -Building the team in terms of service / sales / quality culture by leading by example o Minimal attrition o Minimal Unscheduled absenteeism o Load balancing to ensure call out loads are evenly given across the team.

Best in Class Customer Call Experience during Complaint handling High quality of Product/process knowledge to handle complaints Sensitive objection handling ,especially with irate customers Judicious use of designated CAD to resolve complaints successfully Clarity of representation/escalating to seniors/inter dept when required to expedite /undertake deviations for customer resolution.

Highlight improvement areas to the unit regularly based on complaints received and handled o Ensure agents/self provide complaint docket number (CDN) wherever required.

o Error-free & on time logging of complaints/requests o Nil Repeat complaints post resolution of the specific issue of the customer.

o Self- scores on product process quizzes in E process to be at 95 % Operations/ Audit & Compliance: Error-free and timely execution of customer instructions.

Compliance to audit guidelines on password sharing ,ID usage and updations.

o Nil exceptions in usage of CAD/deviations for resolving customer complaints o Nil exceptions in processes/maintenances done by self on the accounts Reporting of local data /MIS for team/unit: Accurate and objective reporting of team statistics within specified TAT and format.

Reporting of complaints data for the unit to QIG at specified intervals for various senior management presentations /meetings.

Whenever assigned rotating responsibilities within unit for reporting o Nil errors and exceptions.

o Nil delays in reporting Team Management: (Complaint Processor- ADFC-NFCR Agents) Training of complaint processor(s) Allocation of tasks/cases to complaint processor(s) o Quiz scores of processor > 90 % o Nil errors in logging of complaints by processor(s) o Minimal unscheduled offs o Nil repeat complaints post handling of assigned complaint by complaint processor Administration Support administrative related activities to ensure all administrative guidelines are adhered to- overall discipline and decorum of the Center.

o Discipline and adherence to Bank policies and guidelines.


Banking Product & Process Knowledge
Team Management.
Ability to develop a set of team.
Sales and Influencing Skills
Planning and Organizing Skills

Disclaimer : We are just publishing information regarding new job openings and not legally responsible for any Post. Candidates are requested not to pay any money to anyone posing as our website

Previous post Credit Officer job vacancy in Sarala Development & Microfinance – Jobs in Kolkata, West Bengal
Next post Graphics Designer job vacancy in Elphill Technology – Jobs in Kolkata, West Bengal