Care-Officer Customer Care

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.

Answering customer calls within the specified call answer time.

Adherence to the defined service delivery standards.

Accurate data capture of the request details (eg – Hotlisting and Other

transactions) as instructed by the customer. Process adherence in respect of

submission of the relative annexure to the supervisor for authentication / further

action.

Accurate and complete data capture of the customer issues / complaints in the

relative formats. Logging of the complaints in the system, as per the laid down

process. Proper follow-up with the concerned department / branches for

resolution and closure of the complaints.

Accurate hotlisting of the Debit/ Credit/ Prepaid cards, basis the card / account

details provided by the customer

o Prompt hotlisting of the card as per process.

o Logging the reissuance request basis per customer instruction, as per defined process.

Attempting to delight the customer by striking a relationship and fulfilling needs.

Full time