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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