Customer Experience Executive

Overview

The role of Customer Experience Executive at HDFC Bank in Bengaluru involves delivering superior banking services and swiftly addressing customer inquiries within the set turnaround times. This position also focuses on guiding customers toward utilizing direct banking platforms and assisting the branch in achieving its sales objectives.

Key Responsibilities

• Ensure all operational duties are meticulously executed as part of daily processes.
• Address branch customer queries such as balance checks and cheque deposits efficiently.
• Encourage and assist customers in transitioning to digital banking services, providing necessary demonstrations.
• Manage customer complaints effectively, aiming to prevent any escalation.
• Advocate for the use of direct banking channels and manage queues to maintain branch efficiency.
• Engage with customers for credit card activations and upgrades.
• Maintain accountability for important branch deliverables including Welcome Kits and ATM cards, ensuring customer collection and proper record-keeping.
• Conduct end-of-day stock reconciliations and supervise destruction of outdated materials.
• Handle specific customer requests such as stop payment instructions and account closures.
• Oversee courier logs and manage supply of branch stationery.
• Strive to achieve sales targets set by the branch manager through effective product promotion and cross-selling strategies.
• Generate eligible asset leads, channeling them appropriately via DAP systems.
• Communicate with customers to enhance account balances and promote various banking products.
• Facilitate online fixed deposit and recurring deposit bookings, including related product demonstrations.
• Work to elevate customer engagement and upgrade customer segment banding, escalating challenging cases when required.

Qualifications and Certifications

• Applicants should hold a Graduation or Post-Graduation degree.
• Relevant certifications such as NISM-VA, IRDA, and POSP are required.

Key Skills and Competencies

• Strong knowledge of banking products.
• Skills in sales and persuasion.
• Effective communication capabilities.
• Planning and organizational competencies.
• Understanding of competitive market trends.

Major Stakeholders

Interaction with customers, branch banking teams, operations staff, insurance channel account managers, mutual fund houses, and HSL personnel is integral to the role.