Officer Customer Care (OCC)-Virtual Care

Job Title:

Officer Customer Care (Service Only)


Job Details:

Business Unit (PA): Virtual Care

Team: PhoneBanking Care

Reports to (job): Team Manager

Location of role: Pan India

Job Fn: Service

Role Type: Individual Contributor

No of direct reportees: Nil

Travel Required: No

Job Band Range: SO

JD Created date: 31-Jan-23

JD Updated date: 14-May-24

Version No: 1.1


Job Purpose:

Ensure competent, consistent service delivery

Enhance customer experience

Meet productivity targets: service levels, call handling time, quality

Process requests with zero defects

Resolve issues accurately within TATs

Comply with audit and SQ guidelines


Job Responsibilities:

Handle inbound customer calls

Manage product inquiries and transactions

Clarify billing, payments, charges, EMI, statements

Process requests: PIN, NetBanking password, statements, FD advice

Handle financial transactions: FD opening, DD/MC, funds transfer

Respond to customers within TATs

Process requests per defined process, authenticate customers

Answer calls within specified time

Adhere to service delivery standards

Capture request details accurately

Log customer issues/complaints; follow up

Hotlist cards accurately and promptly

Log reissuance requests

Delight customers; fulfill needs

Call back for unresolved queries

Escalate cases to Supervisor

Achieve quality benchmarks, FCR, KAT, E-process scores

Adhere to process and audit requirements

Submit financial transactions accurately, timely

Log/record customer requests error-free

Update customer interactions in CRMNext

Meet service productivity standards

Adhere to schedule and login times

Maintain records; keep product/process knowledge updated

Adhere to shift, attendance, ID maintenance


Educational Qualifications:

Graduate


Key Skills:

Good team spirit

Interpersonal skills

Communication skills

Proactive, focused approach

Banking product, process knowledge


Experience Required:

Minimum 0-1 year

Banking exposure preferable


Major Stakeholders:

Customers

Team Manager/Unit Head/State Head

Training Manager

Call Quality Officer

Other call handling staff

Skills

Good team spirit

Interpersonal skills

Communication skills

Proactive, focused approach

Banking product, process knowledge


About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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