HDFC Bank is Hiring for Customer Care Officer in Mumbai | Banking Jobs in Mumbai 2025 | Banking Jobs for Freshers 2025

Job Description

Job name – Customer Care Officer Virtual Care (Voice Profile)

Job Location – HDFC Bank Ltd, Akruti Business Port, 4th Floor, MIDC Road no. 13, Andheri East, Mumbai 400093. Landmark : Opp. Hotel Regale by Tunga, Next to China Lawn Restaurant

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:
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

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

Exp : 0 – 3 years
Salary : 2.5-4 Lacs P.A.

Time and Venue :

HDFC Bank Ltd, Akruti Business Port, 5th Floor, Phonebanking , MIDC Road no. 13, Andheri East, Mumbai 400093.
Contact – Jayesh Kotian