Customer Care Executive

About the Role

As a Customer Care Executive at HDFC Bank Limited, you will play a crucial role within the Retail Branch Banking division. Reporting to the Teller Authorizer and Branch Head, you will ensure smooth, error-free operations and strict compliance with banking processes. Your efforts will focus on delivering excellent customer service and boosting branch profitability through effective product cross-selling.

Key Responsibilities

• Execute operational activities accurately and efficiently while adhering to bank standards.
• Continuously monitor processes to maintain compliance and quality benchmarks.
• Timely preparation and submission of operational and compliance reports.
• Maintain records systematically and ensure upkeep of associated systems and protocols.
• Manage customer interactions in the lobby and queue to provide quality service and resolve complaints within stipulated turnaround times; escalate unresolved issues as required.
• Communicate clearly on complaint resolutions and ensure timely card reloading services.
• Engage in sales activities by identifying high-value customers and cross-selling various bank products including liability products, credit cards, gold bars, and Forex Plus cards.
• Handle cash operations, foreign exchange postings, gold sales, and prepaid cards with precision.
• Safeguard physical assets such as the teller box, cheque drop boxes, and vaults, ensuring compliance with clearing, ATM, and large transaction protocols.
• Monitor high-value accounts and transactions; file Anti-Money Laundering (AML) reports when necessary.
• Manage suspense accounts, submit Central Board of Direct Taxes (CBDT) schedules, and maintain accurate financial records.

Qualifications and Competencies

• Graduate or Postgraduate degree required.
• Certifications in Life Insurance (IRDA), General Insurance Point of Sale (POS), and NISM Series V (A) preferred.
• Sound knowledge of banking products and services.
• Strong organizational and team management skills.
• Effective communication abilities and familiarity with banking regulations.

Key Stakeholders

You will collaborate closely with customers, branch banking personnel, operations staff, insurance Customer Account Managers, mutual fund houses, and HSL personnel.