Position Description:

As a Virtual Care-Subject Matter Expert (SME), you will be responsible for handling escalations and queries on the floor, primarily related to phone banking operations. Your role involves providing 1st level escalation call handling, ensuring accurate resolution of calls, addressing staff queries and doubts, conducting coaching and feedback sessions, and managing the team’s performance. You will work on team building, motivation, and consistent performance improvement. Additionally, you will focus on call quality, audit and process compliance, shift adherence, and other operational activities.

  • Job Title: Virtual Care-Subject Matter Expert (SME)
  • Company: HDFC Bank Limited
  • Location: CMA Centenary Tower Bangalore (Branch)

Primary Responsibilities:

  • Handle 1st level escalations and queries on the floor.
  • Provide accurate resolutions for calls received during assigned shifts.
  • Address staff queries and doubts on the floor.
  • Conduct coaching and feedback sessions for the team.
  • Analyze and work on reducing escalations and repeat customers.
  • Serve as a backup to the Team Manager when required.
  • Ensure timely execution and completion of assigned projects.
  • Maintain records and record-keeping.
  • Stay updated on product/process knowledge through training.
  • Adhere to schedule adherence and service productivity standards.

Educational Qualifications Preferred:

  • Bachelor’s Degree

Required Work Experience:

  • Industry exposure to banking is preferable.
  • 1 to 2 years of experience

Required Skills and Abilities:

  • Good team spirit
  • Interpersonal skills
  • Good communication skills
  • Proactive and focused approach
  • Banking product and process knowledge

Other Requirements:

  • Banking product and process knowledge
  • Communication skills

This role focuses on ensuring excellent customer service, productivity, efficiency, and compliance within the virtual care team at HDFC Bank Limited.

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