HDFC Bank Campus Recruitment

NOTICE – HDFC Bank Campus Recruitment

This is for the information for all the MBA 2021 Batch Students that HDFC Bank will be conducting its Campus Recruitment for the students of IISU.

Position: Virtual RM- Outbound Responsible for managing portfolios of identified eligible Preferred & Imperia customers, responsibilities detailed below,
1. To provide Consistent & Superior Digital Experience to our customers through Virtual Relationship Manager (VRM).
2. Objective is to enhance their Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs and at the same time keep a "window' to talk to the bank whenever customer needs.
Improve profitability by right product placement, leveraging technology to deploy a low cost digital mediums & scalable self-service model of affluent banking which is also in line with changing customer preferences in banking.
Key Accountabilities Measures
Customer Interactions :

• Achievement of Contact policy defined
• Call handling as per defined standards.
• 100% accurate resolution on Calls received at the VRM desk.
• Promoting Digital Banking services for better customer service experience.
• Capturing of customer interaction. .
• Accurate logging and resolution of complaints

• Every group mapped under portfolio to be contacted once in two months.
• Provide 100% accurate resolution on calls handled.
• 100% accurate / complete capture of customer interactions.
• Error-free handling of requests/transactions on calls.
• Migrating customers to digital platform.
• Error-free & on time logging of complaints.
• Accurate and timely resolution of complaints/ customer issues.
• Error free servicing to the customer.
Achievement of portfolio parameters :
• Ensure that the VRM meets the defined objectives of the Portfolios raced under VRM program. • Eligibility: Atleast 85% of the groups should be eligible for the VRM program in any given month.
• STP: To meet defined STP target.
• IPH: To meet the defined target
• CTG: To meet the defined target
• Income: VRM has to achieve the monthly income target.
Sales :
• Increase liabilities size of relationship
• Penetration of products across family groups.
• Sales across all product segments-TPP, Assets, Cards etc
• Increase portfolio size through grouping options
• Enhancing customer wallet size
• Increase of Balances in a/c’s of existing customer
• Acquire all related ids of the Primary id and send racing request on Web-based system/entry form to CPU for flagging and grouping.
• Use of triggers to track maturity of FDs and prevent outflow.
• Achieve the scorecard target defined for the Portfolio.
Customer Engagement:

• Carry out out-calling to the portfolio customers as per defined process.
• Carry out continuous customer engagement to the assigned portfolio.
• Carry out profiling of customers and carry out cross-servicing of the identified service products.
• Attrition control of customers
· Continuous customer engagement through outbound calls basis defined triggers & Birthday calls(as per current defined process)

• Attrition control
o Includes persuading the customer to continue and if required renew FD’s
o Deepen by cross selling ‘sticky products’ like Demat, Bill Pay, Advisory.
o Ensure quality of relationship while racing. Should be capable of maintaining eligibility
o Regular customer contact to establish needs of the customer and opportunities to cross-sell
o Monitor large amount movements and account closure from the deposit accounts and ensure that customer does not attrite
o Ensure that the marketing analytics list on possible attrite, is called and retained

Call Quality :

• To achieve Quality benchmarks defined from time to time.
• Exceptional / Very Good rating in Service Quality audit/checks.
• First Call Resolution – 90%( for non-complaint calls)

• Consistently achieve defined Call quality scores.
Process Compliance :

• Ensure adherence to process and audit requirements.
• Ensure accurate and timely submission of financial transactions.& requests
Adherence to set processes of updating customer interactions in CRM next.

• Error-free logging/recording of customer requests and adherence to processes defined.

MIS – Reporting:

• To ensure accurate and timely reporting of MIS as circulated.

• Timely and accurate reporting of defined MIS.
Salary 3 LPA (Fixed)
Location Jaipur (Work from Office)
Last Date of Registration 29 Sept 2021
Link to Register https://forms.gle/agKWL2Tj6By71mQr5

NOTE:
For further details, please contact the Placement Office: Placement@iisuniv.ac.in