HDFC Bank Hiring for Virtual Relationship Banking-COP Officer-Processing – Mumbai Job at Mumbai Full Time

Group Company: HDFC Bank Limited

Designation: Virtual Relationship Banking-COP Officer-Processing (BU93_1702_100073)

Office Location: MIDC Andheri East Mumbai (Branch)

Position description:

Customer Engagement

• Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details.

• Call handling as per defined standards.

• Accurate resolution for customer queries.

• Promoting Digital Banking services for a superior customer service experience.

• Profiling of customers in order to aid right cross-servicing of Bank products

• Accurate logging and resolution of complaints.

• Attrition control of customers.

• Regular interactions with the customers and pro-actively assessing customer needs.

• Deepening relationship by cross selling ‘sticky products’ like Demat, Bill Pay, Advisory etc.

• Ensure portfolio quality of relationship while racing considering eligibility.

• Monitor large amount movements and account closure from the deposit accounts.

• Ensure retention of customers

• Meet the defined objectives of the Portfolio managed by the respective VRM

• Right cross-sell of products basis profiling and engagement.

• Penetration of products across groups.

• Sales across all product segments-TPP, Assets, Cards etc.

• Acquiring & grouping of all related IDs of the Primary ID.

• Use of triggers to track maturity of FDs, movement of CASA balances etc.and prevent outflow.

• Ensure Staff are trained on product knowledge and requisite certifications.

• Income to be generated at a customer level.

• Achieve Quality benchmarks defined from time to time.

• Complete and accurate capture of call interactions, including profiling thereby aiding relationship management.

• Ensure all laid down system and process are followed as stipulated by Audit and Senior Management

• Ensure accurate and timely submission of financial transactions & requests.

• Adherence to set processes of updating customer interactions in CRM next.

• Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management

Primary Responsibilities:

• To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience
• Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer
• To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums
• for their banking transactions/ needs, while keeping a “window’ to talk to the bank whenever customer needs.
• Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed.
• So that the RM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services
• thereby ensuring that the RM also achieves the key performance parameters set

Educational qualifications preferred

• Category: Bachelor’s Degree

Required work experience

• Years of experience: 1 to 2

Required Skills:

• Basic Banking
• Communication

Required abilities

• Other:

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

  • Customers
  • Prime Head
  • Regional Head
  • Unit Head
  • Team Managers