Service Relation Manager Phone Banking Officer

Job description

**Company Description** HDFC Bank is India’s largest private sector bank, serving over 92 million customers with a wide range of financial products and services. With thousands of branches and ATMs across cities and towns, the bank offers strong national reach and convenient access for individuals and businesses. Established in 1995 with a mission to be a world-class Indian bank, HDFC Bank focuses on product innovation, customer-centric solutions, and operational excellence. Following its merger with HDFC Ltd in 2023, the bank now provides integrated banking and housing finance offerings, including home loans and wealth management services. Through its CSR initiative, Parivartan, HDFC Bank also invests in education, healthcare, skills training, and sustainable livelihoods, reflecting its commitment to inclusive growth and community impact. **Role Description** The Service Relation Manager Phone Banking Officer is a full-time, on-site role based in Mumbai. This role involves handling inbound and outbound calls to assist customers with banking queries, transactions, and service requests, ensuring accurate and timely resolution. The officer will provide information on bank products and services, support cross-selling initiatives where appropriate, and maintain high standards of customer satisfaction and professionalism. Daily responsibilities include logging and tracking customer interactions, adhering to compliance and security guidelines, and coordinating with internal teams to resolve complex issues. The role also requires meeting defined performance metrics, including call quality, response time, and customer feedback scores. **Qualifications** - Strong customer service and relationship management skills, with the ability to handle high call volumes and diverse customer needs. - Excellent verbal communication skills in English and local languages, with clear articulation and active listening abilities. - Basic banking and financial product knowledge, including deposits, loans, payments, and digital banking services. - Proficiency in using telephony systems, CRM tools, and standard office software for recording and tracking customer interactions. - Attention to detail and adherence to regulatory, compliance, and data security guidelines. - Ability to work in a structured, target-driven environment and collaborate effectively with cross-functional teams. - Graduate degree in any discipline from a recognized institution; prior experience in phone banking, contact center operations, or customer support in financial services is an advantage. - Willingness to work flexible shifts as per business requirements and maintain high ethical standards and integrity.